Case Logs: Cases by Category, Channel and Site and Cases per 100 Employees
This lesson is part of the course
In this lesson
You count one week of anonymised HR cases by category and channel with COUNTIF and COUNTIFS, compare the sites per 100 employees and measure how much still arrives by phone or in person.
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Lessons in this course
- HR Staffing Ratios: HR FTE per 100 Employees, Employees per HR FTE and Benchmark Bands Locked
- Case Logs: Cases by Category, Channel and Site and Cases per 100 Employees Locked
- Resolution Times: Working Days, Median and 90th Percentile Locked
- Service Levels: Targets per Category, % Met, Breaches and the Backlog at Risk Locked
- Tiers and Escalation: First-Contact Resolution, Tier 2/3 Share and the Cost of Escalations Locked
- Self-Service: Portal Rates, Deflection by Knowledge Articles and the Effect on Cases and FTE Locked
- HR Cost per Employee: Staff, Systems and External Services and the Cost per Case Locked
- Capstone: Capacity Plan – Forecast Cases, FTE Needed, a Portal Scenario and a Trend Chart Locked