Metrics & KPIsPercent of incidents rejected for reassignment
Definition
A comparative number reporting the percentage of incidents that were assigned and then rejected by the receiving party. This measure is an indication of inefficiency in the incident management system and may also indicate issues with both the initial diagnostic and classification activities. This measure should include the reason for rejection. Source: <a href='http://www.servicemanagement101.net'>Service Management 101</a>
Tags
incident, efficiency, assignment, issue, reporting, management