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?
Every time an agent performs an action on a ticket, the ticket gets updated. As soon as this update occurs, it is considered a touchpoint. Each touchpoint is automatically added to the agent's weekly total on their scorecard.
- An agent opens a ticket
- The agent adds a #tag to categorize the ticket
- The agent then decides to leave an internal comment on the same ticket
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.
Consider two agents, Agent A and Agent B. Both agents finish the week with 100 touchpoints. Agent A has resolved 50 tickets 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 tickets or Agent B leaving multiple internal comments on each ticket.
To further investigate each Touchpoint individually and identify activity patterns, users can utilize the heatmap feature.