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Valued Contributor
Valued Contributor

quantifying agent effort in community

Hi all, I am trying to build out a staffing model to support the community and wondering what others use as a benchmark to quantify the effort it takes an agent to read/respond/resolve a post in community? Some are read and not acted on, others are read and replied to up to resolution. What approximate time estimates are you using?

Thank you,

LIsa


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Honored Contributor Honored Contributor
Honored Contributor

Re: quantifying agent effort in community

Wow, I don't think anyone can answer that for you @lradden. It would differ with every community based on the type and complexity of questions typically asked. At the previous support community I managed for a software company, we aimed for our agents to respond to four in an hour. We thought it was a reasonably modest target initially but it proved difficult for most agents to achieve given the complexity of most support questions that were asked. 

 

Good luck with your modelling efforts.

 

Jason

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