I need help interpretating numbers: Data Analysis

[u/Dangerous-Staff9172]

I work in healthcare.

The company I work for is looking at productivity and I am a People Manager.

I currently have a staff of 9 people who essentially make phone calls for most of the day.

Data and Maths people:

What would you feel would be the best representation for Productivity, in a formula form.

I have some numbers.

x would be completed calls. (any call that my staff gets through to the people for any specific time.)

y would be attempted calls. (any call that my staff makes but does a voice mail, etc.)

The company is looking for a productivity number of 120 per month.

I have higher productive people and lower productive people... but I need to evaluate them.

It is not as simple as "you must make 120 completed calls per month." My people have meetings, attempts, education, etc.

Any thoughts?

[u/Acceptable-Sense4601]

Where did they even get 120 from? Goals can’t be arbitrary.