The real time dashboard has a % workload management. Some agents are incredibly good at keeping their workload low, by keeping up with tickets. Others might be less efficient at managing their workflow, and have higher amounts of open tickets per active hour.
I would LOVE some new metrics in customer reports, to more easily capture this data and get it to my team, to see changes over time instead of just a real-time metric. For example, a custom report metric that’s something like:
- Workload % average during active hours
The (average, median, mean) ratio of open conversations assigned to the teammate over the assignment limit, over time during active hours. - (Average, Median, Mean) Open tickets per active hour
The average number of open tickets assigned to a teammate per active hour
These metrics would be super helpful in me making some goals and metrics for my team!
