Task-Boundary Mode How task-instance boundaries are drawn from the event stream. Applies to every Task SoP, Step SoP, and Variants view.
Dashboard / Handling Time / Touch Efficiency Ratio by Case Type
Benchmark
High Impact

Touch Efficiency Ratio by Case Type

Touch Efficiency
handling/cycle ratio by case type
Benchmark Measurement This finding is an observation that informs strategy — not a direct savings opportunity. It measures workforce behavior and AI readiness to guide where the savings-producing findings will have the greatest impact.

Description & Data Evidence

Overall touch efficiency is ~0.0% — meaning only 0.0% of wall-clock case time is active work. The remaining time is idle/waiting. During the pilot, 23229 hours were spent idle across all cases.

Self-Evaluation Scores

The platform grades each finding on four dimensions (1–5 scale). Low scores flag findings that need more data or clearer remediation before acceptance.

Overall 4/5
Actionability 3/5
Specificity 4/5
Remediation Alignment 3/5

Key Findings

  • Overall touch efficiency: 0.0%
  • Follow-up SAE: 0.0% efficiency, avg handling 0.65 min vs cycle 1569.38 min (247 cases)
  • Initial SAE: 0.0% efficiency, avg handling 0.36 min vs cycle 1147.0 min (143 cases)
  • Follow-up Other: 0.0% efficiency, avg handling 0.57 min vs cycle 2393.77 min (137 cases)
  • Follow-up SUSAR: 0.0% efficiency, avg handling 0.7 min vs cycle 1571.84 min (129 cases)
  • Initial Other: 0.0% efficiency, avg handling 0.56 min vs cycle 1724.2 min (81 cases)

Remediation Ideas

  • Reduce queue wait times with intelligent case routing and priority-based assignment
  • Implement proactive notifications when upstream dependencies are resolved
  • Pre-populate case fields from ingestion data to reduce manual data entry time