#1333: How to calculate the Handover Rate

Symptoms

How to calculate the Handover Rate — the transfer coefficient, ticket 'soccer' index?

Solution

Option 1

You can look directly at how many Responsible parties there were on average in a ticket, which will be a rough indicator of how many times the ticket was transferred. The limitation is that when Agent A <> Agent B pass between themselves. But this is quite a rare case, so the average number of Responsible parties should be quite sufficient for large datasets.

Option 2

1. Create a new custom field of type Integer in Settings > Custom Fields:

And copy its UID from the URL.

2. Go to Settings and into Macros and create a new one where:
   ID Object: {{ event.ticket.id }}
   Data:

{
  "custom_fields": [
    {
      "uid": "EY1pPecadgSmZnuC",
      "value": "{% set count = event.ticket.custom_fields.get_value('WRITE THE CUSTOM FIELD ID HERE') %}{% if count is not none %}{{ count + 1 }}{% else %}0{% endif %}"
    }
  ]
}

3. In Settings - Event Actions create a new one where the event is Assignee Changed and select the macro from step 2

Then you can use this custom field to create filters and summary reports.

Option 3

Instead of a macro, use a script.

1. Create a new custom field of type Integer in Settings > Custom Fields:

And copy its UID from the URL.

2. Create a new script in Settings > Scripts and upload the example script

3. In Settings - Event Actions create a new one where the event is Assignee Changed and select the script from step 2

4. In the 'Add data to context' field, enter the following:

{
   "cf_uid": "CUSTOM FIELD UID WHERE TO WRITE THE VALUE"
}

Save and run the action.

Then you can use this custom field to create filters and summary reports.