In Team Scorecard, when visiting for a quick glimpse of the latest team's results, you may notice the aggregated results in the form of **Total **and **Average**.

👉 For some metrics, such as **Total Tickets Handled** or **Total Solved Tickets**, such metrics are very straightforward: "Total" means a sum, and "Average" means a mean.

#### Example:

Agent A handled 10 tickets for Week 1

Agent B handled 20 tickets for Week 1

Agent C handled 60 tickets for Week 1

The **Total** for Week 1 will be 90 handled tickets

The **Average** for Week 1 will be 30 handled tickets.

In this case, the **Total** result will show the volume of tickets supported by all of the agents as a team. While the **Average** result will show the volume of tickets supported by an average agent of this team.

👉 For other metrics, such as **Customer Satisfaction** or **Public replies/h** the "Average" will still mean the mean of the agent's results, however, the "Total" will represent the **weighted average**.

⭐️ *A weighted average is an average that accounts for the relative importance of the different factors (e.g: Number of responses) that you include in the average. By using a weighted average, you will have a more accurate view of your metric as it assigns importance to each number and factors it in when calculating the average.*

#### Example:

Agent A has a CSAT of 100% for Week 1 from 1 ticket

Agent B has a CSAT of 80% for Week 1 from 3 ticket

Agent C has a CSAT of 60% for Week 1 from 5 ticket

The **Average** for Week 1 will be 80% of the CSAT, despite the number of tickets that were counted for each of the CSAT results.

The **Total** for Week 1 will be 71% which is the more accurate result, as takes into account the number of tickets that were included for the CSAT result.

In this case, the **Total** result will show a more precise average CSAT result of the team. While the **Average** result will show the average team result without "caring" about the number of tickets that were rated by your customers.

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