Metrics & KPIsAverage number of (re)-assignments of service requests
Definition
Average number of of (re)-assignments of closed service requests within measurement period.
Use Case / Interpretation
The number of (re)-assignments give a measure of how often on average service requests are assigned to groups and/other persons. Above a certain threshold service requests might be re-assigned too often indicating for example (a) that the wrong groups and/or persons are involved, or (2) that ownership is not taken.
Tags
service request, assignment, request