Metrics & KPIsService request queue rate
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
[number of requests closed] divided by [number of requests opened]
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