Agent Productivity

I’d like to know how to compute for the agent productivity? and how are we able to increase or at least pass the target for each program?

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This is an oversimplification but I like to think of agent productivity as throughput. Essentially, contacts handled per agent. The reason I like this approach is that is accounts for the net impact of metrics such as AHT, Occupancy, and Shrinkage and really identifies true productivity. If we look at that metrics independently there are agents who can, depending on how the metric is defined, appear to be a “Super Star” but not necessarily be productive. The easiest example of this is, would you rather have an agent that takes 5 contacts a day with an AHT of 425 seconds or an agent that handles 20 at an AHT of 500? The first agent may have a faster turnaround time but could, potentially, spend a lot of time in Aux with high Shrinkage.

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