Add “Solves per Scheduled Hour” Metric to Scorecard
J
Josh
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.