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Productivity calculations

Hrishikesh Joshi
in You ask application questions here.

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How is productivity calculated for complaints data.. is it on logins or resolved cases?

  • 1 month later...

A little more context would be helpful. Have you considered the mean time to resolve as a metric? This way, you can compare productivity levels.

Practically, though, all the time the agent spends attempting to resolve a complaint is productive time for them so available time vs time on calls can be compared. But you may have varying skill levels and complexity in issues. Over a period of time, your best agents would have a lower mean time to resolve complaints. 

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