Agents' Workload

Owned by Gorka Puente
Last updated: Nov 14, 2022 by Irene Rosell (Unlicensed)
2 min read

 

1 Overview | 2 Configuration | 3 Integrations | 4 Dashboards | 5 See also

Overview

Service desk agents are the first contact between customers and our organization. They are natural problem solvers, so they will try to absorb as many requests as possible. But this comes at a price: Burnout and increase in breaches of SLAs. That’s why it’s important to analyze the agents workload and keep a balanced workload among the agents. On the other side, it’s also important for agents to compare themselves and see how they are doing.

This gadget displays the workload of agents for the period of time selected, where:

  • Time to resolution. Indicates the average time of the time to resolution: Time since an issue creation until a resolution has been set. And also the % of SLA met for those issues.

  • Time to first response. Indicates the average time of the time to first response: Time since an issue creation until the first response is given. And also the % of SLA met for those issues.

  • Workload. The workload of the agent indicating the total assigned requests out of the total requests.

The gadget also displays the Total Resolutions by agent in a bar chart. A resolution involves any way an issue can be closed.

We recommend to select a queue with all the requests (for that period of time), so you’ll be able to see the workload but also the resolutions. Because if you choose a queue with all unresolved requests, the total resolutions will be zero.

Configuration

Name your gadget meaningfully, so everyone knows at a glance what it is about and when to use it. Fill out the rest of the fields as applicable, namely:

  • The datasource, where Current indicates the Jira Service Management instance where the app is installed.

  • The project where the agents are working on.

  • The period of time you want to analyze the workload of agents.

  • Finally, indicate if you want to use the current settings for all the compatible gadgets in the dashboard. This option eases the pain of configuring one by one the rest of the gadgets with the same default configuration

Integrations

We are working on our growing catalog of Dashboard Gadgets: KPIs and Metrics and Dashboard Integrations: Supported Products, but contact us you want us to expedite a specific one, visit our Help Center.

Dashboards

This gadget appears in the following dashboard: IT Service Management Team template.

See also