Customer Support KPI – Service Request Resolution and Closure Performance

Service Request Resolution and Closure Performance
Use the Service Request Resolution and Closure Performance kpi/reports to monitor the
efficiency of the customer support organization. You can find out how long it is taking
the service organization to resolve and close service requests and determine whether
performance is improving. The Resolution Performance metrics are a better indicator of
customer satisfaction because the customer is more concerned about the resolution of the
service requests than its closure.

Service Request Resolution Metrics/KPI/report summary
The Service Request Resolution provides a summary of resolved service
requests, mean time in days it took to resolve the service requests, and distribution of
the resolution of service requests among various aging buckets. The Service Request
Resolution Summary report uses the following report headings and calculations:
• Resolved: Number of service requests resolved during the period and not
unresolved. If the service request is unresolved in a future period, then the periodin which it was reported as resolved will be retrospectively adjusted. A service
request will be counted as resolved only once. From here, you can access the Service
Request Resolution Detail report.
• Mean Time To Resolve (Days): (Resolved Date of Service Request – Incident Date of
Service Request)/Number of Service Requests Resolved
The average time taken to resolve service requests. A service request once resolved
can be unresolved. In this case, the original resolved date is not counted and only
the last time the service request is resolved is used to calculate the days.
• Time to Resolve Distribution: Mean time it took to resolve the service
requests, distributed among the aging buckets. For example, service requests that
took on an average two days to resolve will be displayed in the 0-2 Days aging
buckets.