Metrics & KPIs% of incorrectly assigned service requests
Definition
Percentage of closed service requests that were incorrectly assigned relative to all closed service requests within measurement period. Incorrectly assigned service requests could be automatically determined, for example, by looking at the number of time a service request was assigned. A request 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 requests] % of [number of assigned requests]
Tags
service request, accuracy, request