4 results found
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Add 'Total Replies' from the User Performance Metrics report
to the available options for team metric selections in the Admin>Teams>Metrics page
1 vote -
Group the user metrics by workstream
As a Team Manager I want to group the user metrics by workstream. This is maybe a second set of metrics, but we would like to be able to see (by user / team / group / location) workstream metrics by workstream such as:
Number handled
AHT1 voteEarlier in the year we released an update to the User Performance Metrics page that exposed Workstream Metrics.
You can find more information on this in our article Workstream Metrics on User Performance Metrics.
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Total Resolution Metrics Request
We would like to have total resolves and total resolution rate at an agent, team and group level.
Due to the nature of the current set up, resolves being attributed to the first resolver means that some of our L2 teams do not often get many resolves .
0 votesThis request was completed and released as part of the Nudgee Beach release on the 8th of May.
You can find the new metrics Total Resolutions and Total Resolution Rate on User Performance Metrics. Additional information available in our User Metrics at a Glance article.
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Expose an estimated service level based on forecast and rostered agents
Based on what the product has forecasted for particular workstream(s) and what has been rostered for those workstream(s), I'd like to see an estimated service level so I can get a sense of how my agents will perform.
If I can see that the service level is too low, I can then tweak the roster to try and address this prior to the roster going out.
0 votesThe work is now complete and released to production for Capacity Planner and Manage Roster
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