Support Rep Load
Overview:
This section allows you to view the current workload for each support rep on your help desk. The number of Active, Scheduled, Suspended and Waiting (For Response) requests is shown, along with the Average Time in Service. You can use this option to assess how a support rep is performing and if they are able to address the requests assigned to them.
Support Rep List:
This section displays all the support reps in your help desk and states the number of requests that are Active, Scheduled, Suspended, and Waiting. The Average time in service is also stated to help you assess how each individual support rep is performing, and where improvements could be made.
Note: "Active" requests do not include those that are "Scheduled", "Suspended" or "Waiting".
See Also: