Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management |
| Access | Admin |
Work that is not a ticket and still takes the day. Without it, your numbers say people were idle.
Set them up
- Open the general tasks in Workforce Management.
- Create a task for each kind of non-ticket work.
- Make them available to the right teams.
- Tell agents when to use each one.
Why they matter
Agents spend real time on things that are not tickets: training, meetings, coaching, writing articles, covering the phone. Without a task to record that, the time appears as unproductive.
Then occupancy looks poor, and somebody draws a conclusion about the team that is simply wrong.
The ones most teams need
- Training and coaching.
- Meetings.
- Writing or reviewing knowledge base articles.
- Project work.
- Helping a colleague.
Keep the list short
Six or eight. A long list means agents pick approximately, and approximate data is worse than coarse data.
The aim is to distinguish work from idle, not to build a timesheet.
Name them as agents would say them
"Training" rather than "Non-productive activity code 4". They pick from this list several times a day.
Schedule them, do not only record them
If training is scheduled, the forecast knows those people are unavailable and staffs accordingly. Recording it afterwards explains the past; scheduling it plans the present.
Watch the total
Time on general tasks is your shrinkage. If it is much larger than assumed, your staffing model is optimistic and this is where you find out.
Comments
0 comments
Article is closed for comments.