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Productivity Calculation

Posted: Tue Jul 09, 2013 10:27 pm
by Pietruck
Hi all, New to the ITIL world and currently are a bit baffled with meassurement of Agent's productivity

In general I agreed that Productivity should be

about Case Created / Active Head count ...

But the question I have is this will meassure the billable productivity but may not nesscary justify the actual work that agent has done as in follow up, helping other centre to clear their backlog and etc or is that consider as a totally different meassurement?