Efficiency Metrics

Agent Concurrency

The number of tickets an agent actively works on simultaneously during a given time window. This measures multitasking load across channels. It differs from tickets per agent by focusing on concurrent handling rather than total volume.

Why Agent Concurrency Matters

Reveals actual workload intensity and context-switching burden. High concurrency creates cognitive load that slows resolution and increases errors.

How to Calculate

Count of tickets in ‘open’ or ‘pending’ status assigned to agent at any given time

In TicketBoard

TicketBoard helps you track agent concurrency and related metrics from your Zendesk data. Connect your account for instant visibility.

Related Metrics

Agent Utilization Rate Tickets Per Agent Throughput Productivity Score
← Back to Glossary

Track Agent Concurrency with TicketBoard

Connect your Zendesk account and get instant visibility into your support metrics.

Start for free