Surfboard currently supports performance for Zendesk, Intercom, Aircall, Dixa and Salesforce.
If you'd like to make a connection, ask your Customer Success manager to get you set up.
What is time-on-task?
Time-on-task is what we call adherence at Surfboard. The calculation used for time on-task can be described as:
"The total time you were scheduled less the total time you were off-task (not following the schedule) represented as a percentage score"
Here's a simple example of how it's calculated:
How to start tracking time-on-task for your team
1️⃣ Make your performance connection
Surfboard uses additional systems to your standard forecasting connection to pull performance data. Your Customer Success manager will guide you through the simple process of getting set up.
2️⃣ Link your activities to ticket groups
If you haven't already, you need to link ticket groups to your service activities. Surfboard can only track adherence for activities that have been linked to ticket groups. When an activity is linked to a ticket group, we count it as a 'service task'.
3️⃣ You're all set up!
You'll be able to see time-on-task data in the performance page within hours. Head to your performance page to take a look around.
What we track per system
What we track varies a little bit per system. In every case we are checking which surfer was assigned to the ticket, what changed and what time it changed. For example, Sam closed ticket #1234 at 9.05 on Monday 1 Aug 23.
Zendesk
When the status of a ticket changes (open, solved, or pending)
Whenever a message is added to a ticket. This can be an internal note or message, or a reply sent to a customer.
Intercom
When the status of a ticket changes (open, closed, or snoozed)
Whenever a message is sent to a customer.
Dixa
When the status of a ticket changes (open, closed, or snoozed)
Whenever an internal note is added to a ticket.
Aircall
When the status of a ticket/call changes (open, closed, or snoozed)
Salesforce
When the status of a case changes (open, closed, or snoozed)
💡 Please note, if you use workflows which change the status of a ticket automatically (e.g. if no response for 2days, set status to closed) while a surfer is still assigned to the ticket, this can create erroneous events.
How scores are calculated
Surfboard gives a time-on-task score (or adherence as it's sometimes called) for every day that a surfer has a scheduled shift.
A surfer starts with a score of 100%. Whenever a surfer does something differently than what was scheduled, or is inactive while they should be working on service, this time detracts from their score.
For example, Jane is scheduled on 'Phones' for 1 hour. During that time, Jane took an unplanned 15-minute break. This means Jane was only on-task for 45 out of the 60 mins she was scheduled for. This gives her a time on-task score of 75%.
What detracts from your score ⬇️
For time scheduled on service activities
When an activity is linked to a ticket group, we count it as a 'service activity'.
When service tasks are scheduled, Surfboard checks to see if the surfer was working in the linked system (e.g. Zendesk) at that time. If the surfer becomes inactive or starts working in the wrong system, this will detract from their score.
For time scheduled on non-service activities, breaks and meetings
When other activities (i.e. activities not linked to ticket groups), breaks or synced calendar events are scheduled, Surfboard does not expect to see any surfer activity inside of ticketing platforms.
As a result, this time is usually 100% on task. A surfer's score will only be lowered if they are working in a ticketing platform when they were not scheduled to be. For example, a surfer is working in Intercom when they are scheduled to be on a break.
👍 Surfers will never be penalised for taking planned breaks, attending meetings, or doing offline work. Learn more about syncing calendar events
Want to dig into the technical nitty-gritty of how time-on-task scores are calculated?