I tried using the ‘Stopwatch’ integration to help me understand my team’s utilization rates, but after paying for it, it didn’t go into the live environment, and I received 0 customer service, so I abandoned that approach.
How many people are tracking utilization rates, and what tools are used to do so, if any? I understand that I have time tracking in minutes as a HubSpot property and can gauge that but the way we currently have technicians filling out that field it only gives me a partial story as I don’t have them tracking research time and other things like that in the background and only the time spent helping the customer.
I want to know whether a technician spends 1 hour a day on tickets or 6 hours a day on tickets. The data will help me build a business case for adding more technicians/agents.
