Contact-based reporting metrics

Business problem

Automations often trigger the creation of multiple concurrent tickets for a single customer, which skews individual productivity metrics. Currently, reporting focuses on ticket volume rather than unique customer interactions, making it difficult to accurately assess an agent's true workload or efficiency in managing client relationships.

Wished result

The ability to generate reports based on the number of unique contacts handled rather than the total number of tickets. This would provide a more reliable overview of agent performance and show exactly how many individual customers each agent is supporting.