Calculate metrics influence behavior of operations team

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Reference no: EM13938121

Creative Exercise - Business Analyst, Global Community Operations

Decisions about which business metrics to track and how to calculate those metrics influence the behavior of operations teams. One criteria we're interested in tracking is how many emailed replies (touches) it takes for support agents to resolve an inbound support ticket.

Note: Resolved tickets must have at least one touch.

We've explored a few ways of addressing this question and have narrowed the suite of possible metrics down to a list of two:

? % Single Touch Resolution
? Calculated as: Count of tickets resolved with 1 touch / Count of resolved tickets

? Average Touches Per Ticket
? Calculated as: Average count of touches for resolved tickets

1. Explain the differences between these two metrics

2. How might choosing one metric over the other influence behavior?

Reference no: EM13938121

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