Question

Can we evaluate the contribution of each participant, reassignments, and the average processing time of a request?

Answer

Yes, Swarmica has several data sources for this. In the timesheet, each participant can record the work done, its date, and the time spent. The ticket history records changes in responsibility, and the number of transfers can be tracked with an additional counter through automation.

Personal analytics shows employee metrics, but the contribution of several participants is better analyzed by looking at the timesheets and ticket events. Assigning the last responsible person does not describe the entire contribution of the team.

The average processing time depends on the chosen definition. The time from creation to resolution and the sum of actual labor costs are different indicators. For net working time, the labor costs entered by employees are used; the desired summary calculation is configured separately.

Details: Time Tracking for Ticket · How to Calculate Handover Rate — Transfer Rate, Ticket 'Soccer' Index? · Employee Personal Analytics · Event Codes in Swarmica