Efficiency Metrics

Reassignment Rate

Reassignment Rate is the percentage of tickets that get reassigned from one agent to another during their lifecycle. This measures handoff frequency and routing accuracy. It includes both manual transfers and automated re-routing.

Why Reassignment Rate Matters

High reassignment rates signal poor initial routing, skill mismatches, or agents unable to resolve issues. Each handoff adds delay and customer friction.

How to Calculate

(Number of reassigned tickets / Total tickets) × 100

In TicketBoard

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Related Metrics

Group Reassignment Rate Touches Per Ticket First Contact Resolution (FCR) Tickets Per Agent
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