Measuring productivity - analyst and team - Community help welcomed!

[Paul Rudman]

Hi

I'm reaching out to the community for any support or guidance from other Hornbill customers as to how they report on analyst performance (such as KPIs / SLAs / metrics), particularly where the analyst undertakes both phone/ticket activities as well as non-phone activities (building laptops etc). We have started to use timesheet manager to attempt to capture time expended not directly on requests and incidents in Hornbill in order to produce a daily productivity figure. We are also interested to understand what other metric other customers use to measure team performance in a consistent and fair manner (one that is transparent).

We have tried different approaches to date, but never managed to settle on a approach that quite works.

If any of the community would be happy to have a call with me around what has worked for you, It would be greatly appreciated.

[R Hicks]

Hi Paul, individual analyst productivity reporting should absolutely be part of the standard reporting.  I wanted to be able to report on all activities for my staff as People triaging will assign a lot but not resolve many, people doing quick wins should have lots of resolution but few updates and those with the touch tickets should be updating the tickets on a regular basis so are likely to have few assigns or resolves but lots of updates.  I think this gives a rounded view for most people.

I did get some reporting on this from Hornbill in a previous role but it needed lots of measures etc and stopped working I think with an update that affected our API.   This is what I now produce in Power BI from extracts from 5 tables in Hornbill.  Orange is the number of tickets they have assigned (to themselves or others) the purple/dark blue is resolved tickets and the light blue a combination of all of the other potential actions such as updates, phonecalls, adding attachments etc.  The Power BI relationships between tables was a bit tricky to sort out.  The tables I use from the Service Manager reporting are 

H_buzz_activity

h_sys_account_groups 

h_sys_groups 

h_sys_accounts

h_sm_team_member_assignments

there is some data transformation needed too but I hope that gives you a starting point.  I am on annual leave from tomorrow until the 10th December but let me know if you would like more information.