Metrics & KPIs% of incorrectly assigned incidents
Definition
Percentage of closed incidents that were incorrectly assigned relative to all closed incidents within measurement period. Incorrectly assigned incidents could be automatically determined, for example, by looking at the number of time an incident was assigned. An incident that is assigned more than x times might be considered as incorrectly assigned since it is re-assigned more than average.
Formula
[number of incorrect assigned incidents] % of [number of assigned incidents]
Tags
incident, accuracy