Customer Support Management Metrics for Dashboard

The Service Request Activity & Backlog Trend KPI/report is similar to the Service Request
Activity & Backlog , except that it displays the information over a period of
time based on the date and Period parameters.

Opened: The number of times service requests opened during the period and
compares it with the data in the compare-to period. The number includes the first
opened and reopened service requests. This is a cumulative number based on the
date and Period parameters.
Closed: The number of times service requests are closed during the period and
compares it with the data in the compare-to period. This number includes the
service requests that are created in the closed state. Also, if a service request is
closed, reopened, and then closed again, it will be counted multiple times.
• Opened to Closed Ratio: Shows the ratio of opened activity with respect to the
closed activity and compares it with this ratio in the compare-to period.
• Opened Trend: The Opened Trend graph is similar to the Opened graph, except that
it displays the data for a period of time.
• Closed Trend: The Closed Trend graph is similar to the Closed graph, except that it
displays the data for a period of time.
• Opened to Closed Ratio Trend: The Opened to Closed Ratio Trend graph is similar
to the Opened to Closed Ratio Trend graph, except that it displays the data for a
period of time.
• Activity: Compares the activity of opened service requests to the closed service
requests in the specified period. The Compare To parameter does not have affect
on this graph.
• Activity Trend: Compares opened activity with closed activity over a period of
time.