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Service request queue rate

ASL Incident managementMaximizeRatio

Definition

The number of requests closed, relative to the number of requests opened in a given time period. So if the actual value for this KPI is less than 1, the volume of calls in the backlog is growing.

Formula

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Use Case / Interpretation

If the actual value for this KPI is less than 1, the volume of calls in the backlog is growing.

Tags

closed, open, queue, Service Request support ticket

Metadata

Category: ASL Incident management · Added: May 17, 2026

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