The BDEx Customer Centric Hub enables key productivity metrics to be obtained directly from SAP.
This means no more time consuming time and motion studies and collations of data from several different sources.
BDEx has been enhanced to support operations to track the productivity achieved for an agent during the course of a specified time period.
The productivity report tracks the agent’s activities via BDEx within the ECC environment to enable the average handling time of a particular BPEM case, team or performance of an individual agent to be accessed by team managers/coaches to maximize work output and quality.
The intuitiveness of the logging within BDEx means the following key metrics can be determined.