Technology solution to measure non-ACD agent productivity needed
Our organization can measure just about anything via the ACD data for our phone agents, but we struggle with offline, back office, order processing, and chat agents. All agents use the ACD and are responsible for entering codes for what they are doing at any given time, but we will always be missing the data surrounding handle times, idle time, etc, since those contacts are not distributed by the ACD. Any order gateway information we have focuses on volumes more than time. Timestamps may be captured, but don't always capture the full picture of the work that is being done.
Does anyone have any technology solutions in use in their centers that they would be willing to recommend?
Thanks in advance!