Our goal is to have two fields for a ticket: Estimated Time and the Time Logs that already currently exist (we love the Time Logs!). Then, we would want to compare Estimated Time and the Time Logs with Reporting/Analytics. At the end of the week or month, we could run reports. For example, an agent might’ve been assigned an estimated 40 hours of tickets this week, but actually logged 60 hours. We could check if we estimated poorly or that agent needs training to resolve those types of tickets faster. Or an agent was assigned 32 estimated hours of tickets this week, but it only took them 16 hours to resolve. We could check if we estimated poorly or that agent is putting band-aids on problems too quickly instead of following the right processes/procedures.
Thank you!
