In the agent performance dashboard, we will be analyzing metrics similar to the ones examined in attribute-wise ticket overview and attribute-wise ticket performance - except that here the attribute is ticket assignee. The key difference here is that, in the Agent Performance dashboard, for the metrics, we will not just be considering the assignee values at the end of the selected period, but rather, during the entire duration. So, in the selected period, if a ticket was assigned to multiple users, then for a specific metric calculation, that ticket would contribute to all the assignees it was assigned to during the selected period.

For example, say the selected period was last week. A ticket was assigned to user A and user B. Then this ticket would be counted as an active ticket for both user A and user B. However, not every metric will be calculated this way. For example, Tickets first responded is a metric that calculates the count of tickets that each assignee first responded to. In this case, irrespective of how many times the ticket was reassigned, the ticket can be attributed to only the agent who gave the first response.

Agent-wise Ticket Overview Metrics

Active Tickets - Total number of active tickets in the period in which the agent was the assignee for any time during the selected period.
New Tickets - Total number of new tickets in the period in which the agent was the assignee for any time during the selected period.
Old Tickets - Total number of old tickets in the period in which the agent was the assignee for any time during the selected period.
Tickets first responded - Total number of tickets in the period for which the first response was made. The first response should have been made before or during the period for those active tickets.
Tickets unresolved(Not reopened) - Total number of tickets in which the agent was the assignee at a time during the period and during which the ticket was unresolved. It doesn't matter who resolved it, if the ticket is resolved during the assignment period, it won't be counted as unresolved for the assigned agent. This will be counted for all the previously assigned agents who didn't resolve. This applies only to tickets which are never reopened.
Tickets unresolved(Reopened) - Total number of tickets in which the agent was the assignee during the period and during which the ticket was unresolved. Here, we will consider only the reopened tickets(reopened anytime). It doesn't matter who resolved it, if the ticket is resolved during the assignment period, it won't be counted as unresolved for the assigned agent. This will be counted for all previously assigned agents who didn't resolve after reopening.
Total tickets resolved(Includes ticket not assigned to the agent) - The total number of tickets with the closed by value at the end of the period and that was resolved in the selected period. The resolution will be attributed to the assignee.

Agent-wise Ticket Performance Metrics

Average First response time - Sum of the time taken by the agent to make the first response for the tickets assigned to the agent in the period out of the active tickets in the period and also had a first response from the assigned agent / Number of first response events
Average response time - Sum of the time taken by the agent to make each response for the tickets assigned to the agent during the period / Number of responses made by the agent
Average Resolution time - Sum of the time spent by the agent in each ticket that is resolved and assigned to the agent (might not be resolved by the agent) by the period end / Total number of tickets based on the above criteria
Average time spent per ticket - Sum of duration in which the agent was assigned for the tickets(subtracting the idle time) / number of assigned tickets. Here we are considering all the active tickets in which the agent was assigned anytime.
Number of tickets rated - Count of resolved tickets assigned to the agent at the end of the period with a rating. It doesn't matter when the ticket is rated(during or after the period).
Average Rating of closed tickets - Sum of rating of tickets which are closed in the period and are closed at the end of the period by the agent / Number of tickets that are closed at the end of the period by the agent
Tickets first response SLA levels - Count of tickets assigned to the agent during the period and also had the first response from the agent during the assignment period(response made before or during the period) grouped by its response SLA level.
Tickets response SLA levels - Count of resolved tickets by the agent in the period and also had at least one response from the agent(response made before or during the period) during the assignment period grouped by its response SLA level. The agent's SLA level for a ticket will be considered the highest SLA level among the levels for each response.
Ticket resolution SLA levels - Count of resolved tickets assigned to the agent during the period and also was resolved grouped by its resolution SLA level.

We will additionally have the same metrics at the group level.

There are 3 possible scenarios-

When only the agent is the assignee: Here, all the metrics will be attributed only to the agent. As the agent can be part of multiple groups the metrics will not be attributed to any group.
When only a group is the assignee: Here, all the metrics will be attributed only to the group. As there are multiple agents within a group and any of them can view or respond to the ticket none of the metrics will be applied to any of the agents if the ticket has no assignee.
When the ticket has both agent and a group assignee: Here, the metrics will be attributed to both agent and user group as it is clear who the agent is and under which group the ticket is being worked on.

There cannot be a scenario where a ticket is neither assigned to a group nor to an agent.

When tickets are reassigned during the selected period, the attribution will be to all the parties (pre and post reassignment. We have the following scenarios-

If it is assigned to an agent (without group) and then the group is added- then first the attribution will be only to the agent and then post reassignment the attribution will continue to be there for the agent and will also be there for the group.
If it is assigned to an agent (without group) and then reassigned to a new agent along with the group- then first the attribution will be only to the agent and then post reassignment the attribution will be there for the agent and for the newly assigned group.
If it is assigned to an agent(without a group) and then to a group (without an agent)- then first the attribution will be to only the agent without attribution to any group and post reassignment the metrics will be attributed to only the group and not to any agent.