Trent Blakeley

Hi Nicole,

I apologize for the late response.  In regards to your question a few weeks back I define productivity by time servicing a customer vs other things, like research, break, excess email/chat time, time in codes for those when not actively servicing a customer. 

I would like to see in the future other codes for chat, email, we will use away as break.  I think a meeting code would be nice to see how long an employee is spending in meetings, as well as an admin code would be nice as well for those issues that may take longer than 15 minutes to research and for miscellaneous projects assigned.  

I completely agree and find a necessity for creating productivity reports to see how productive and efficient an employee is.