How we can calculate the engineer's productivity

[Jyoti Malhotra]

Hi Team,

How we can calculate the engineer's productivity on incident ticket.

In below screen shot User ITIL worked from 11:52:43 to 11:58:05. 

I want to calculate the all engineers productivity on ticket.

Thanks

JM

[Mark Manders · Accepted solution]

Just use metrics for this. Or put a timer field on the record that they need to fill. 

Do understand that you won't be able to calculate the productivity. You don't know if they have been working on it for 3 hours, while talking at the coffeemaker for 2 and a half. It doesn't make sense to calculate it, because you don't know what they are doing. 

Explore time card management. It will be the closest to what you are looking for. 

[Mark Manders · Accepted solution]

Just use metrics for this. Or put a timer field on the record that they need to fill. 

Do understand that you won't be able to calculate the productivity. You don't know if they have been working on it for 3 hours, while talking at the coffeemaker for 2 and a half. It doesn't make sense to calculate it, because you don't know what they are doing. 

Explore time card management. It will be the closest to what you are looking for. 

[PaulSylo · Accepted solution]

Looks like this is duplicate case, where you got the answer already, pls close this