Add “Solves per Scheduled Hour” Metric to Scorecard
complete
Description:
It would be extremely valuable to include a “Solves per Scheduled Hour” metric in the agent scorecard. This metric would show the number of tickets/cases solved by an agent divided by their total scheduled hours for the selected period.
Benefits:
- Normalizes productivity: Allows for fair comparison between agents with different schedules.
-Highlights efficiency: Makes it easier to identify high and low performers, regardless of total hours worked.
- Supports coaching and staffing: Provides actionable insights for team leads and workforce managers.
- Complements existing metrics: Adds another dimension to agent performance tracking beyond just total solves or adherence.
Example Calculation:
> Solves per Scheduled Hour = Total Solves / Total Scheduled Hours
Use Cases:
- Comparing productivity across agents and teams
- Identifying coaching opportunities
- Informing scheduling and staffing decisions
Request:
Please consider adding this metric to the scorecard view, either as a default column or an optional metric that can be enabled.
Luke Andrews
Merged in a post:
Agent Scorecard: Tickets solved per (Scheduled Productive) hours
E
Electrical Anglerfish
Would like for agents to see their productivity measured as Tickets Solved per (Productive) Hour scheduled. This would help us create a baseline for our team for productivity and give agents visibility on their individual performance
Luke Andrews
marked this post as
complete
Good news: we've added Solved per scheduled hour to the Agent scorecard report! This is now available to all customers, and the metric can be turned on from the Agent performance section "Metrics" menu.