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".
You'll be able to see the same data as your manager. This will be the shift you worked, your time-on-task score and the trend over time.
How scores are calculated
Surfboard gives a time-on-task score (or adherence as it's sometimes called) for every day that you have a scheduled shift.
You start with a score of 100%. Whenever you do something differently than what was scheduled, or you are inactive while you should be working on service, this time detracts from your 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 ⬇️
Service activities
When service tasks are scheduled, Surfboard checks to see if you are working in the linked system (e.g. Zendesk) at that time. If you are inactive, or in the wrong system, this will detract from your score.
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 activity inside of ticketing platforms.
👍 Surfers will never be penalised for taking planned breaks, attending meetings, or doing offline work. Learn more about syncing calendar events.
💡 Want to learn more? Read our guide to understand how scores are calculated