Tickets per Agent

Tickets per Agent: Average tickets handled per support agent.

Formula

Tickets per Agent = Total tickets handled / Number of agents

Computable definition

The canonical formula in the GASP formula grammar. The MCP server compiles it to SQL over the datasets listed below.

count_distinct(field.ticket_id) / count_distinct(field.agent_id)

Unit: ratio

Notes: Agents are employees in the support department.

Data requirements

Grain: Per event, aggregate monthly · Frequency: Daily · Aggregation: aggregate (month) · Staged: no · Main source: Help Desk.

Field	Dataset	Type
`agent_id`	ticket	string
`created_at`	ticket	timestamp
`ticket_id`	ticket	string

Example SQL (Postgres)

SELECT (CAST((SELECT COUNT(DISTINCT ticket_id) FROM ticket WHERE created_at >= :period_start AND created_at < (:period_end + INTERVAL '1 day')) AS DOUBLE PRECISION) / NULLIF((SELECT COUNT(DISTINCT agent_id) FROM ticket WHERE created_at >= :period_start AND created_at < (:period_end + INTERVAL '1 day')), 0)) AS tickets_per_agent

From an agent: with the GASP MCP server, call lookup_metric({ "name": "Tickets per Agent" }) or generate_query({ "metric": "Tickets per Agent", "adapter": "<your adapter JSON>" }).

Benchmarks

Chat: 300-500/month
Email: 400-600/month
Phone: 200-400/month

What It Tells You

Agent productivity and capacity planning.

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