Productivity Score

A composite metric combining multiple efficiency factors like tickets handled, resolution rate, reply speed, and quality scores into a single performance indicator. The specific formula varies by platform. It attempts to capture overall agent effectiveness.

Why Productivity Score Matters

Provides single-number visibility into agent performance across multiple dimensions. Useful for coaching and identifying top performers, but requires careful weighting to avoid gaming.

How to Calculate

Weighted combination of: tickets resolved + resolution rate + response time + quality scores (formula varies by platform)

In TicketBoard

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