Overdue Service Requests Metric
Measure the total number of service requests that have not been acted on within a set amount of time.
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Overview
As with any busy support team, there are bound to be a few service requests that fall to the wayside. The Overdue Service Requests metrics helps keep your team aware of which requests are waiting to be dealt with or closed.
Formula
(Requests not closed within a time frame / Total number of requests)x100
Reporting frequency
Weekly
Example of KPI target
0% overdue
Audience
Support Team
Variations
Service requests not closed in the established time frame
