Product Feedback: Add "Agent Solves per Scheduled Hour" Metric to Agent Scorecard
J
Josh
The addition of the "solves per scheduled hour" metric (cases solved per scheduled productive hour) to the individual Agent Scorecard in Assembled.
Context & Rationale:
- This metric is currently available in the Team Performance report, but not on the Agent Scorecard.
- "Solves per scheduled hour" is a key productivity metric for our agents and is important for both agent self-assessment and manager coaching.
- Having this metric visible on the Agent Scorecard would allow agents to track their own throughput against scheduled hours, not just actual hours worked.
- This would bring consistency between the Team Performance and Agent Scorecard views and help drive agent engagement with their own performance data.
Request:
- Please add the "solves per scheduled hour" metric to the Agent Scorecard, alongside the existing "solves per actual hour" metric.
- Ideally, this metric should be visible by default or at least available as an option for agents and managers to select.
Impact:
- Improved agent visibility into their own productivity.
- Better alignment between team-level and individual-level reporting.
- Supports coaching, goal-setting, and self-improvement.