Service Request Backlog | Customer support Management Dashboard KPIs

The purpose of the Customer Support Management KPIs is to provide quick access
to the latest status of the key performance indicators (KPIs) for the customer support
organization. This region summarizes information about the Service Request
Backlog, Service Request Activity, and Service Request Resolution and Closure
Performance reports.

Service Request Backlog: It is the number of open service requests on the selected
date.
• Unresolved Service Request Backlog: It is the number of unresolved open service
requests on the selected date.
• Unresolved Escalated Backlog %: Count of Unresolved Escalated Backlog Service
Request/Count of Unresolved Backlog Service Request* 100
It is the count of unresolved escalated service requests as a percentage of the
unresolved backlog service requests on the selected date.
• Unresolved Unowned Backlog Percent: Count of Unresolved Unowned Backlog
Service Request/Count of Unresolved Backlog Service Request * 100
It is the count of unresolved unowned service requests as a percentage of the
unresolved backlog service requests on the selected date.
• Service Requests Opened Activity: It is the number of times service requests were
opened. It includes first opened and reopened service requests. Opened activity is
a cumulative measure based on the selected date and period.
• Service Request Closed Activity: It is the number of times service requests were
closed. Closed activity is a cumulative measure based on the selected date and
period.
• Mean Time to Resolve (Days): Sum of Time to Resolve Service Requests/Count of
Last Resolved Service Requests
It is the mean time to resolve service requests over a period of time.
• Service Request Mean Time to Close: Sum of Time to Close Service Requests/Count
of Last Closed Service Requests
It is the mean time to close service requests over a period of time.
• Service Request Unowned Backlog Percent: Unowned Backlog Service
Request/Total Backlog Service Request * 100
It is the percentage of unowned backlog service requests with respect to the total
backlog service requests.
• Service Request Escalated Backlog Percent: Escalated Backlog Service Request/Total
Backlog Service Request * 100
It is the percentage of escalated backlog service requests with respect to the total
backlog service requests.