Productivity & Effectiveness

This report is used to report on data on Operations and Scorecards statistics. You are able to select whether you want the report for actual or scheduled numbers.

Some data in this report relies on the Scorecards data to populate it. The Productivity & Effectiveness report adapter is also required to run this report asynchronously with real time data.

Productivity & Effectiveness Report

A check box allows you to show shift events on the report.

Productivity & Effectiveness Report

You can also choose to produce a summary report, rather than report the details.

Productivity & Effectiveness Report

Default Access Rights

This report can be run by the following roles: Manager, Scheduler.

Inputs

  • Employee Filter: Allows you to select or edit existing employee filters at the organization level, or create new ones.

  • Report Type: Allows you to produce a report on the actual numbers or the scheduled numbers.

  • Time Frame: Time span of the report, expressed as one of the following two choices:

    • Last <X> days

    • Date range

  • Time Zone: Shows the information based on the time zone you select.

  • Group By: Information can be grouped by supervisor or organization.

  • Time: You can show the information expressed in Hours:Minutes, or Minutes:Seconds.

  • Activity Type: You can choose to display information for Production Activities, Non-Production Activities, or both.

  • Detailed/Summary: You can choose to generate a detailed or a summary report, as shown previously.

  • Show Shift Events: This checkbox allows you to show shift event information on the report.

Output

  • Queue / Activity Name: For each employee, displays in the top rows VCT Queues. In the bottom rows, it displays My Time Activities (Production Activities first, then Non-Production Activities).

  • Completed: Displays integer values for VCT volumes by employee.

  • AHT (HH:MM): Shows the Average Handle Time for the VCT queues.

  • Earned Time (HH:MM): This field is calculated, and shows the completed volume X AHT / 60 (rounded to a minute).

  • Production Activity Time (HH:MM): Displays the time clocked by Production Activity (sums the total minutes clocked).

  • Non-Production Activity Time (HH:MM): Displays the time clocked by Non-Production Activity (sums the total minutes clocked).

  • Production DPA Time (HH:MM): Imported from a Scorecards KPI which uses the Desktop Process Analytics source measure, Total Desktop Productive App Time.

  • Utilization (%): This field is calculated, and shows Earned Time / My Time Total Minutes.

  • Productivity (%): This field is calculated, and shows Earned Time / Clocked Production Time.

  • Production Effectiveness (%): This field is calculated, and shows Earned Time / DPA Production Time.

  • Production Time Compliance (%): This field is calculated, and shows Productivity / Production Effectiveness.

Related information 

Workforce Management Operations Adapter Guide