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?
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