Touchpoints

Touchpoints display the total number of actions performed by an agent per week. An action refers to the click of the "Submit" button done by the agent. Usually, the "Submit" button is clicked when a Public Reply is left, a tag is added, or an Internal Note is left.

🧮 How do we calculate this? 

💡 Example

- An agent opens a case

- The agent adds a #tag to categorize the case

- The agent then decides to leave an internal comment on the same case

This agent has just performed two Touchpoints

🙋 So what does this mean for me? 

Touchpoints offer a detailed view of an agent's activity throughout their workweek. However, this metric alone doesn't necessarily indicate an agent's productivity.

💡 Example

Consider two agents, Agent A and Agent B. Both agents finish the week with 100 touchpoints. Agent A has resolved 50 cases during the week, while Agent B has resolved only 5. Although they may seem equally productive based on touchpoints, Agent A has accomplished more with the same level of activity.

This discrepancy could be due to various reasons, such as Agent A handling simple one-touch cases or Agent B leaving multiple internal comments on each case.

To further investigate each Touchpoint individually and identify activity patterns, users can utilize the heatmap feature.