Tech Bar metrics are available to the Managers and Agents of the Tech Bar. If the individual is in more than one Tech Bar, they can opt to display data for one or all of the Tech Bars they have access to.
The default time span covered by the metrics is 'Last 30 Days', but options for Single Day, Last 7 Days, and Month-to-Date are also available.
The dashboard of metrics displays five different metrics for the selected Tech Bar(s):
The Appointment chart compares Scheduled Appointments to Walk-Ins. Additionally, a Same-day appointment count is included.
The Feedback chart shows all feedback received, either Happy or Unhappy
The Utilization chart shows a comparison of scheduled utilization versus actual utilization. Scheduled utilization is the total available minutes of concurrent slots compared to total planned minutes of scheduled appointments (not actual minutes spent, but appointment length). Actual utilization compares total available minutes of concurrent slots to total minutes actually spent on both scheduled appointments and walk-ins. Utilization graph can be used to overstaffed or understaffed locations, as well as scheduling effectiveness.
The Time of Visit chart displays appointments and walk ins throughout the day to pinpoint busy times.
The Average Duration table displays the Event Types, expected duration, the actual duration agents spent working on the item, the variance in both minutes and percentage, average wait time, and a count of events. This data is useful in determining the actual length of time it takes to handle user issues and Event Type durations can be modified accordingly.
Updated 6 months ago