Office March Madness

Not all of my reports are work related. Sometimes I get a request that to help bolster company morale. March madness was one of those instances.

I was given the following conditions from my manager

Scores are based on Cases and Chats.

• Points for cases are awarded based on specialist’s weekly performance threshold of closed cases.

• Points for chats are awarded based on percentage of chats presented that day.

• Chats that sit over 60 seconds do not count. That number will go down 10 seconds for every abandoned chat.

I wanted to build a scoreboard for this event in Excel. First Lets look at Cases. Essentially, this is formula:

If a specialist were to complete the exact number cases, they will receive 100 points. It came down to each Lead to create the expectation for their specialist.

Even though the chats are based on every chat coming through that day, it follows a similar formula

This way it weight all chats but only scores chats that were taken under 60 seconds.

We were able to do a 16 team bracket over the 4 weeks in March. To keep the knocked out teams engaged, I also kept an individual tally so the tournament MVP was crowned as well.

When it was done, our team had the most productive month of the last 2 years, with the winning teams both having over 300 points.