Measuring help desk technicians' productivity doesn't have to be complex
It's no secret that technicians are the pillars of any successful help desk. Which is why it's important for the help desk manager to periodically monitor each technician's productivity. Measuring productivity doesn't mean you have to walk past your technician's workplace every few minutes to check if he/she is working on something productive. A simple report comparing the tickets assigned and tickets resolved by each technician can give you a clear picture.
To illustrate why you need to track this metric, let's consider a couple of examples. Let's say, technician A and technician B are assigned 100 tickets each
Case 1-
Technician A resolves 100 tickets whereas technician B resolves only 10 tickets.
Case 2-
Technician A resolves 100 tickets whereas technician B resolves 80 tickets.
In case 1, technician A shows higher productivity as compared to technician B indicating that technician B is idle and not delivering his fullest potential. In the second case, technician A is resolving more tickets than B, however, the difference in number is not too huge. This could be attributed to skill set, complexity or severity of the tickets resolved.
Comparing tickets assigned and tickets resolved gives help desk managers a good idea of the productivity of each technician which could in turn be used to devise training programs, knowledge transfer sessions etc., to help improve productivity of underperforming technicians.
Here's a simple report created using Analytics Plus that compares the number of tickets assigned to each technician and the number of tickets actually resolved by them. You can also tweak this report to compare total assigned tickets to the percentage to tickets resolved.
You can also tweak this report to include the percentage of tickets resolved.
This is a combination report, created using Analytics Plus that compares the count of total assigned tickets, resolved tickets and the percentage of tickets resolved by each technician.
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