Custom report for agent productivity using Agent Transactions and Incident Source
Summary:
Hi,
I have been tasked with creating the below report. The theory behind it is as follows:
Scope:
- CS teams
- Productivity per person is shown based on actual contact escalation or resolution
- Hourly split is visible to show volume completed per hour, per day (helps us see trends)
- As the employee I can see my productivity daily, weekly and monthly.
- Reports go to agents via team leader weekly for their team
- Productivity is calculated based on 7.5 working hours per day or working hours per week (note, this allows for 1 hour per day to be adhoc & 30 mins lunch).
- Average handling time set to 12 per hour (TBC if this changes based on results)
0