The definitions of all measurement methodology involving employees and customers are very important to get right.
- Employees that feel unhappy in the way they are measured are often unhappy employees…
- Business decisions about customer efficiency/profitablilty that are based on poorly designed measuring techniques…
can both obviously lead to poor business outcomes.
Ahhhh, that isn’t detailed in the knowledge base article you shared.
So this means that the calculation of customer or technician efficiency is trying (and failing) to take into account employee availability (which hours they are at work for), but there is no mechanism I can see to take into account these items which collectively can greatly influence the data
- staff that have a Full Time Equilvalent factor of less than 1.
- the standard number of full time hour week that staff are employeed for, which could be far less than the opening hours of the business.
- sub contractors
- staff in a different state that have different public holidays
- working outside of business hours (on call 24 x7 support)
- overtime
- sick leave
- annual leave
- long service leave
- having to leave early to pick up sick child from school
- starting early
- lunch breaks
- morning tea
- afternoon tea
- training events
- conferences
- staff meetings
- public holidays that are state based, not national based.
Also, what is the SyncroMSP definition of business open/closed?
I see this URL.
Business Hours (Holiday Calendar) - Knowledge Base / Admin and Settings - Syncro Support Community (syncromsp.com)
So I have set my business hours to 9am to 5pm (Mon to Sat), because I don’t want appointments or SLAs or tickets due outside of those hours, but for many Business Owners and many IT staff, that doesn’t mean that work doesn’t get done outside of those hours.
Another part of your new reports that is missing, which I hope is on the road map is the ability to compare months, quarters or years on a x-axis, with measured data on the y-axis. Column or Line or some other chart type etc.