Work items queue rate

Definition

The number of work items closed, relative to the number of work items opened in a given time period. So if the actual value for this KPI is less than 1, the volume of work items in the backlog is growing. Work items may be related to: - service requests - incidents - problems - changes - workorder/tasks The queue rate can be measured by type of work item.

Formula

Use Case / Interpretation

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

Tags

work item, open, closed, queue, task, incident, problem, service request, request

Metadata

Category: Workforce · Added: May 17, 2026