Service Request Activity | Customer Support KPI

Service Request Activity & Backlog
The Service Request Activity & Backlog KPI is a summary of activity of service
requests and movement in backlog during the period. The headings and calculations are as follows:
• Beginning Backlog: Number of backlog service requests at the end of the previous
sequential period. For example, in a Week period, the end of the previous sequential
period would be the last day of the previous week. This differs from Backlog, which
is the total of open service requests at the time the report is run.
• Opened Activity: Number of times service requests are opened during the
period. This includes first opened and reopened service requests. This is a
cumulative number based on the date and Period parameters.
• Closed Activity: Number of times service requests are closed during the period. This
also includes the service requests that are created in the closed state. Also, if a service
request is closed, reopened, then closed again, it will be counted multiple times.
• Transfers: Data in a report is displayed based on the dashboard and report
parameters. In the life cycle of a service request, it is possible for the parameter
value of the service request to change. Transfers accounts for the number of service
requests that have moved into and out of the selected parameters value sets when
viewing the report. The calculation for Transfers is as follows:
• If a service request appears in the Beginning Backlog based on its parameter
values but does not appear in the Closed Activity or Backlog because its
parameter values have changed within the selected period, it will contribute
to –1 to Transfers.
• If a service request appears in the Opened Activity based on its parameter values
but does not appear in the Closed Activity or Backlog because its parameter
values have changed within the selected period, it will contribute to –1 to
Transfers.
• If a service request appears in the Closed Activity based on its parameters values
but does not appear in the Beginning Backlog or Opened Activity because its
parameter values have changed, it will contribute +1 to Transfers.
• If a service request appears in the Backlog based on its parameters values but
does not appear in the Beginning Backlog or Opened Activity because its
parameter values have changed, it will contribute +1 to Transfers.
• Backlog: The number of service requests that are open on the selected date. From
here, you can access the Service Request Backlog page.