I'm looking for industry best practices, benchmarks, and standard frameworks for the to measure workload/throughput for each agent and staffing models. Specifically, looking at the following:
- When measuring agent productivity and workload, the simplest form has been to take the total number of minutes per day/week, divide by the average time per ticket, and multiply by 0.8 (no one can truly work 100% of the time) to get a rough number of tickets an agent can handle.
Is this the right method or am I over-simplifying it? Should I take into consideration number of replies? Aside from using Zendesk's Time Tracking feature, what's the alternative for measuring the avg. time per ticket?
- I then look at the volume of incoming tickets and divide by the number of tickets an agent can handle. This gives me the number of headcounts necessary to manage the volume.
Zendesk must speak with thousands of companies and support organizations where you've gathered feedback and insights in these areas.
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