We're trying to understand agent productivity. One report that seems like it would be standard is being able to view the number of tickets an agent touches in a given time period. This would essentially be a count of ticket modifications that an agent makes. I see the ability to report on "Last Modified" time and agent, but if an agent needs to update that same ticket multiple times during the day I don't see how to report that. Is there a report or Dashboard somewhere that I could find this data?

Related, is there a clear definition of how Average Handle Time is calculated in the Ticket Status Dashboard?