In our reporting system, "per active hour" metrics provide valuable insights into the productivity and efficiency of your team.
These metrics, such as "Conversations closed per active hour" and "Conversations assigned per active hour", are calculated by dividing specific actions performed on conversations by the time teammates are actively engaged. This article will guide you through understanding and interpreting these metrics.
Metric definitions
Metric | Numerator | Denominator | Description |
Conversations closed per active hour | Number of conversations closed by a teammate per hour of active status. | ||
Conversations assigned per active hour | Number of conversations assigned to a teammate per hour of active status. | ||
Conversations replied to per active hour | Number of conversations replied to by a teammate per hour of active status. | ||
Conversations participated per active hour | Number of conversations a teammate participates in (via replies or notes) per hour of active status. | ||
Teammate replies sent per active hour | Number of replies sent by a teammate per hour of active status. |
Calculating per active hour metrics
"Per active hour" metrics are determined by the following formula:
Metric value = Number of specific actions performed/hours spent in active status.
Example: If a teammate spends 1 hour in an active status & closes 3 conversations during that period, their "Conversations closed per active hour" will be calculated as:
3 conversations closed
1 hour in an active status
3 / 1 = 3 conversations closed per active hour
FAQs
Why are the per active hour metrics so high for a specific teammate? I have a teammate with very high "Conversations closed per active hour" metric, despite them only closing a few conversations.
A teammate may spend less than a full hour in an active status, which will result in increased values for these metrics.
For example, if a teammate spends 6 minutes (0.1 hours) in an active status, and they close 3 conversations during that time, their "Conversations closed per active hour" will be calculated as:
3 conversations closed
0.1 hours in an active status
3 / 0.1 = 30 conversations closed per active hour
Why are the per active hour metrics so low for my workspace? I am seeing 0 "Conversations closed per active hour" despite us closing many conversations.
The base per active hour metrics include active time for all teammates on your workspace, including those that may not be performing actions on the Help Desk. This means the total time active for your workspace may be very high in comparison to the number of actions performed.
It is recommended that you filter the per active hour metrics by the teammates you wish to report on, either at a chart or report level, in order to get an accurate view of their productivity.
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