Working in a contact centre environment, we are currently tracking amount of time spent on the forum by the moderator team, but how do you measure how productive they are being? For any other action, we can measure CPD, contacts per day etc, but with forum that's more tricky.
I know the team and making the best use of their time, but how do I demonstrate this to the rest of the business. We've bounced several ideas around but have yet to find a solution!!
Any help would be appreciated!!