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Custom report for agent productivity using Agent Transactions and Incident Source

edited Feb 27, 2024 10:42AM in Reporting & Analytics for B2C Service 2 comments

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)

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