Community discussion: How do you measure workload?

5 Comments

  • Jessie Schutz

    Hi Nir!

    This is an excellent question, and I'm interested to see what others in the community have to say about it.

    I'd recommend looking at things like First Reply Time, Final Resolution Time, ticket Backlog, and CSAT rating. You can use these stats to show that additional agents will allow you to respond faster, solve tickets faster, and keep the queue down. All of these things can help to create happier customers.

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  • Samantha Flaherty

    I like to look at historical backlog, so I can show over time (perhaps 30 days) the amount of tickets created in a set period. Matching that up to solved tickets and using a turnaround % metric (tickets solved/created = turnaround %) also helps. I look at this information weekly so I can see where the team are struggling, so some weeks we hit 150% turnover (where they are able to cope with incoming tickets and are actively churning down the backlog) and other weeks it can be below 100% turnover, so if for example, it drops below 50%, it's a sign something really isn't right as it means the team are overwhelmed with new requests coming through and the backlog is rapidly increasing. 

    I also like to skew data to look at tickets created (or solved) by priority, to indicate both volume and pressure. There are times when we face many urgent requests that need to be handled, using these stats helps me get the support I need. 

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  • Jay Hogan

    Consider looking at the following:

    • Arrivals (new tickets) per week/month as compared to previous periods (if there's an uptick then it could be a requirement for additional capacity)
    • Backlog by week/month (if arrivals increase and your team can't catch up, then the backlog will grow)
    • Unassigned tickets growing over previous periods (this is a subset of Backlog and a good first indicator)
    • Average time a ticket is in an Open state (I have yet to set this up but knowing if tickets are staying in a state that requires an Agent's action for longer periods of time than you are accustomed to can show either a particular agent is struggling or the entire team can't handle the workload)
    • Ticket Aging by Exception/Product/Version etc. (this can show you what tickets aren't closing based on specific criteria - e.g. maybe there was a bad release that is causing the influx of issues)
    • Customer Satisfaction (if this drops it could be a sign that tickets aren't being actioned in line with customer expectations)

    There are many more ways to analyze your data but this should get you started.  The goal is to determine if your team is struggling and if so, whether they need more capacity, better customer self-help articles, or improvements to the products your team supports in order to better handle the workload or deflect new tickets being generated.  Good luck!

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  • Andrew Mills

    We monitor;

    No. of Tickets opened in last week

    No. of Tickets solved in last week

    No. un-resolved tickets

    First Response time

     

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  • David Birchmier

    David from Tymeshift here.

    These are all great metrics to monitor. In addition, I'd suggest monitoring your agent's occupancy rate as this will help you gauge if your agent's are at capacity or there is room for improvement. 

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