With all of this data, Mitchell originally thought he was gaining visibility into his department. However, he eventually realized that the data was not insightful enough to drive actual changes or understand what was happening in the organization. Even if his team had questions about why the data was the way it was, they had neither the time nor the means to drill into the metrics.
By partnering with Numerify, Mitchell immediately gained back the 55 hours each month that was going to reporting. Now all of the value metrics his team cares about are instantly available and reflect what is happening at the moment, not what occurred 10 days ago.
Beyond that, he can see each open ticket by type, priority, and age. By identifying individuals that are either overloaded or underused, Paul and the assignment group managers can better balance the work and improve OLA compliance.
Learn more about how PGi uses Numerify in the
webinar led by Paul Mitchell himself