Agent productivity metrics help optimize support operations and identify training and improvement opportunities. Key productivity metrics: - Tickets handled per hour - Average handle time - First contact resolution rate - Replies per ticket - CSAT scores - Utilization rate Factors affecting productivity: - Tool efficiency - Training and knowledge - Ticket complexity - Macro/template availability - System integrations - Queue management Improving productivity: - AI-assisted responses - Comprehensive macros - Knowledge base access - Streamlined workflows - Automation of routine tasks - Quality training Balancing productivity and quality: - Speed without sacrificing satisfaction - Monitor CSAT alongside volume - Quality reviews - Avoid over-optimizing metrics