With all of this data, Paul originally thought he was gaining visibility into his department. However, he eventually realized that the data was not insightful enough to drive actual changes. 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.
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