Abstract: The disclosed embodiments provide a system for processing data. During operation, the system obtains a set of key performance indicators (KPI) for one or more customer service representatives, wherein the set of KPIs includes a number of cases (e.g., solved cases, reopened cases, handled cases, and/or routed cases) per queue hour. Next, the system uses the set of KPIs to display a graphical user interface (GUI) comprising a chart of a two-dimensional performance measurement for the one or more customer service representatives. The system then displays, in the chart, a first axis representing a productivity KPI comprising the number of cases per queue hour and a second axis representing an additional KPI from the set of KPIs.

Abstract: The disclosed embodiments provide a system for processing data. During operation, the system obtains a set of metrics associated with a performance of one or more customer service representatives. Next, the system calculates a productivity key performance indicator (KPI) from the set of metrics, wherein the productivity KPI includes a number of cases (e.g., solved cases, reopened cases, handled cases, and/or routed cases) per queue hour for the one or more customer service representatives. The system then outputs the productivity KPI for use in managing the performance of the one or more customer service representatives.