Often the result you expect to see from a shift isn’t the reality of what actually happened.
Individual Key Performance Indicators within each Key Performance Area (KPA) of the Cognito iQ Radar Chart are defined by you to be realistic goals for each of your workers. Of course, parts of a worker’s day won’t be productive - that is expected. But it’s when a worker is scheduled to do an 8 hour shift and only signs on for, say, 2 of those hours, that the Utilisation KPA would score poorly. Utilisation is measuring how they performed during the planned shift times, and not the actual time for which they were signed in.
In this example, it would still be possible to score well in the Productivity KPA, if the worker managed to do all of their allocated jobs and/or hit all of their SLAs within those two hours.