The average tickets per hour is a crucial metric in fields like customer service and IT support. It helps track productivity by measuring how many tasks (tickets) are resolved within a specific time frame. By calculating this number, organizations can assess team performance, make necessary adjustments, and ensure better customer satisfaction.
Formula
To calculate the average tickets per hour, you can use this simple formula:
Tph = T / H
Where:
- Tph = Average Tickets per Hour
- T = Total Number of Tickets Completed
- H = Total Number of Hours Worked
How to Use
To calculate the average tickets per hour using the provided calculator:
- Enter the total number of tickets completed in the “Total Tickets Completed” field.
- Enter the total number of hours worked in the “Total Hours Worked” field.
- Click on the “Calculate” button.
- The result will be displayed in the “Average Tickets Per Hour” field, showing the average number of tickets handled each hour.
Example
Let’s say a support agent handled 80 tickets in an 8-hour shift. To find the average tickets per hour:
Tph = 80 / 8 = 10
So, the agent completed an average of 10 tickets per hour.
FAQs
- What is the average tickets per hour? The average tickets per hour refers to the number of tasks or tickets completed within one hour.
- Why is average tickets per hour important? It helps assess the productivity of a team or individual by measuring how efficiently they resolve tasks.
- How can I improve my average tickets per hour? Focus on time management, streamline processes, and reduce task-switching to improve efficiency.
- What factors affect the average tickets per hour? Factors such as ticket complexity, the skill of the employee, and workflow efficiency can affect this metric.
- Can this metric be used in non-support roles? Yes, it can be applied in any job where tasks or cases are handled regularly.
- What is considered a good average tickets per hour? This depends on industry standards and the complexity of the tickets. Generally, a higher TPH indicates better productivity.
- How do I calculate tickets per minute? Simply divide the total tickets by the total minutes worked.
- Can I use this calculator for multiple agents? Yes, as long as you have the combined totals for tickets completed and hours worked.
- What if I worked a partial hour? You can still calculate the TPH by entering the total time worked as a decimal (e.g., 7.5 hours).
- Does the type of ticket matter in calculating TPH? No, this metric measures quantity, not quality or difficulty of tickets.
- Is TPH the only metric for productivity? No, it is one of many. Other metrics may include resolution time, customer satisfaction, and backlog management.
- Can I use this calculator for hourly shifts only? No, you can use it for any time period, as long as you input the correct number of hours.
- How accurate is this calculator? The calculator is accurate as long as valid numbers for tickets and hours are entered.
- Is there a minimum number of hours to use this calculator? No, you can use it even if you’ve worked less than an hour by entering the corresponding fractional hours.
- What does a low TPH indicate? A low TPH may indicate inefficiencies in the process, high complexity of tasks, or other factors affecting productivity.
- Is TPH used in performance reviews? In many organizations, TPH is one of the key performance indicators used to evaluate productivity.
- How can I track my TPH over time? Keep records of your total tickets and hours worked each day, and use this calculator regularly to monitor changes.
- Does ticket complexity influence TPH? Yes, more complex tickets usually take longer to resolve, potentially lowering the TPH.
- What tools can help improve TPH? Tools like automated ticketing systems, proper training, and efficient workflows can help increase TPH.
- Can TPH vary across different shifts? Yes, depending on the workload and ticket type, TPH can fluctuate during different shifts.
Conclusion
Calculating the average tickets per hour helps measure productivity in a support or service environment. By using this metric, teams can optimize their performance and better manage their time. Whether you’re a manager or an employee, understanding your TPH can lead to significant improvements in workflow and overall efficiency.