So we are trying to find best practices for measuring agent productivity. With our support it can be feast or famine at times and it fluctuates due to unforeseen events. Since that is the case, most of our agents have side tasks, some within Zendesk but some outside of Zendesk.
We are trying to measure the amount of time they are working on tickets and the accuracy. We have had numerous discussions of comments per hour vs tickets per hour vs solved tickets per hour. Due to the complexity of tickets, it is not uncommon for one agent to answer a ticket within a minute where another agent will take 5-10 minutes depending on situation. We want to measure equally so we can have a better idea of their productivity.
We are using the Time Tracking App but it seems the accuracy is not as easy to gather information as we would like.
We are looking for ideas of how best to track their productivity so we can make growth decisions and to know they are being productive.
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