CX - Service Request Lifecycle
This table describes the B2B Service Request Lifecycle metrics.
| Metric | Metric Definition |
|---|---|
| # of Distinct SR Assignees | The number of distinct resources an SR has been assigned to. |
| # of Distinct SR Queues Assigned | The number of distinct Queues the SR has been assigned to. (The initial Queue assignment is also counted). |
| # of Raw SRs (Lifecycle) | The total number of SRs tracked for Lifecycle changes, including the deleted SRs.. |
| # of SR Lifecycle Changes | The total updates made to the SR (changes to Status, Severity, Queue assignment, and Resource Assignment). |
| # of SR Queue Assignments | The number of Queues the SR has been assigned to. (The initial Queue assignment and multiple assignments to the same queue is counted ). |
| # of SR Reopen Events | The number of times an SR has been reopened (after being resolved). |
| # of SR Resource Assignments | The number of resources an SR has been assigned to (multiple assignations to the same resource are counted). |
| # of SR Status Change Events | The number of times (occurrences) the SR status changes.. |
| # of SRs (Lifecycle) | The total number of SRs tracked for Lifecycle changes. |
| Average # of Distinct SR Assignees | The average number of distinct SR Assignees. This metric is calculated as follows: # of Distinct SR Assignees / # of SRs with at least one assignee. |
| Average # of Distinct SR Queues Assigned | The average number of distinct SR Queues. This metric is calculated as follows: # of Distinct SR Queues Assigned / # of SRs with Queue. |
| Average # of SR Queue Assignments | The average number of SR Queues. This metric is calculated as follows: # of SR Queues Assigned / # of SRs with Queue. |
| Average # of SR Resource Assignments | The average number of SR Resource Assignments. This metric is calculated as follows: # of SR Resource Assignments / # of SRs with at least one assignee. |
| Average Duration as High Severity SR (Days) | The total Duration as High Severity SR (Days) averaged over # of High Severity SRs. This metric is calculated as follows: Total Duration as High Severity SR (Days) / # of High Severity SRs. |
| Average Duration as High Severity SR (Hours) | The total Duration as High Severity SR (Hours) averaged over # of High Severity SRs. This metric is calculated as follows: Total Duration as High Severity SR (Hours) / # of High Severity SRs. |
| Average Duration as High Severity SR (Minutes) | The total Duration as High Severity SR (Minutes) averaged over # of High Severity SRs. This metric is calculated as follows: Total Duration as High Severity SR (Minutes) / # of High Severity SRs. |
| Average Duration as In Progress SR (Days) | The total Duration as In Progress SR (Days) averaged over # of In Progress SRs. This metric is calculated as follows: Total Duration as In Progress SR (Days) / # of In Progress SRs. |
| Average Duration as In Progress SR (Hours) | The total Duration as In Progress SR (Hours) averaged over # of In Progress SRs. This metric is calculated as follows: Total Duration as In Progress SR (Hours) / # of In Progress SRs. |
| Average Duration as In Progress SR (Minutes) | The total Duration as In Progress SR (Minutes) averaged over # of In Progress SRs. This metric is calculated as follows: Total Duration as In Progress SR (Minutes) / # of In Progress SRs. |
| Average Duration as Low Severity SR (Days) | The total Duration as Low Severity SR (Days) averaged over # of Low Severity SRs. This metric is calculated as follows: Total Duration as Low Severity SR (Days) / # of Low Severity SRs. |
| Average Duration as Low Severity SR (Hours) | The total Duration as Low Severity SR (Hours) averaged over # of Low Severity SRs. This metric is calculated as follows: Total Duration as Low Severity SR (Hours) / # of Low Severity SRs. |
| Average Duration as Low Severity SR (Minutes) | The total Duration as Low Severity SR (Minutes) averaged over # of Low Severity SRs. This metric is calculated as follows: Total Duration as Low Severity SR (Minutes) / # of Low Severity SRs. |
| Average Duration as Medium Severity SR (Days) | The total Duration as Medium Severity SR (Days) averaged over # of Medium Severity SRs. This metric is calculated as follows: Total Duration as Medium Severity SR (Days) / # of Medium Severity SRs. |
| Average Duration as Medium Severity SR (Hours) | The total Duration as Medium Severity SR (Hours) averaged over # of Medium Severity SRs. This metric is calculated as follows: Total Duration as Medium Severity SR (Hours) / # of Medium Severity SRs. |
| Average Duration as Medium Severity SR (Minutes) | The total Duration as Medium Severity SR (Minutes) averaged over # of Medium Severity SRs. This metric is calculated as follows: Total Duration as Medium Severity SR (Minutes) / # of Medium Severity SRs. |
| Average Duration as New SR (Days) | The total Duration as New SR (Days) averaged over # of New SRs. This metric is calculated as follows: Total Duration as New SR (Days) / # of New SRs. |
| Average Duration as New SR (Hours) | The total Duration as New SR (Hours) averaged over # of New SRs. This metric is calculated as follows: Total Duration as New SR (Hours) / # of New SRs. |
| Average Duration as New SR (Minutes) | The total Duration as New SR (Minutes) averaged over # of New SRs. This metric is calculated as follows: Total Duration as New SR (Minutes) / # of New SRs. |
| Average Duration as Resolved SR until Reopen (Days) | The total Duration as Resolved SR until Reopen (Days) averaged over # of re - opened SRs. This metric is calculated as follows: Total Duration as Resolved SR until Reopen (Days) / # of Resolved SR until Reopen. |
| Average Duration as Resolved SR until Reopen (Hours) | The total Duration as Resolved SR until Reopen (Hours) averaged over # of re - opened SRs. This metric is calculated as follows: Total Duration as Resolved SR until Reopen (Hours) / # of Resolved SR until Reopen. |
| Average Duration as Resolved SR until Reopen (Minutes) | The total Duration as Resolved SR until Reopen (Minutes) averaged over # of re - opened SRs. This metric is calculated as follows: Total Duration as Resolved SR until Reopen (Minutes) / # of Resolved SR until Reopen. |
| Average Duration as Waiting SR (Days) | The total Duration as Waiting SR (Days) averaged over # of Waiting SRs. This metric is calculated as follows: Total Duration as Waiting SR (Days) / # of Waiting SRs. |
| Average Duration as Waiting SR (Hours) | The total Duration as Waiting SR (Hours) averaged over # of Waiting SRs.. This metric is calculated as follows: Total Duration as Waiting SR (Hours) / # of Waiting SRs. |
| Average Duration as Waiting SR (Minutes) | The total Duration as Waiting SR (Minutes) averaged over # of Waiting SRs. This metric is calculated as follows: Total Duration as Waiting SR (Minutes) / # of Waiting SRs. |
| Average Duration in SR Queue (Days) | The total Duration in SR Queue (Days) averaged over # of SRs that have traversed that queue. This metric is calculated as follows: Total Duration in SR Queue (Days) / # of SRs in Queue . |
| Average Duration in SR Queue (Hours) | The total Duration in SR Queue (Hours) averaged over # of SRs that have traversed that queue. This metric is calculated as follows: Total Duration in SR Queue (Hours) / # of SRs in Queue . |
| Average Duration in SR Queue (Minutes) | The total Duration in SR Queue (Days) averaged over # of SRs that have traversed that queue. This metric is calculated as follows: Total Duration in SR Queue (Minutes) / # of SRs in Queue . |
| Average Duration of SR Lifecycle Change (Days) | The average duration in days that an SR is with a particular status / severity / queue / resource. The metric assumes meaning seen in context of one of status, severity, queue or resource. This metric is calculated as follows: Total Duration of SR Lifecycle Change (Days) / # of SRs tracked for Lifecycle changes. |
| Average Duration of SR Lifecycle Change (Hours) | The average duration in hours that an SR is with a particular status / severity / queue / resource. The metric assumes meaning seen in context of one of status, severity, queue or resource. This metric is calculated as follows: Total Duration of SR Lifecycle Change (Hours) / # of SRs tracked for Lifecycle changes. |
| Average Duration of SR Lifecycle Change (Minutes) | The average duration in minutes that an SR is with a particular status / severity / queue / resource. The metric assumes meaning seen in context of one of status, severity, queue or resource. This metric is calculated as follows: Total Duration of SR Lifecycle Change (Minutes) / # of SRs tracked for Lifecycle changes. |
| Average Duration SR Unassigned to Assignee (Days) | The total duration an SR is Unassigned to any Assignee (Days). This metric is calculated as follows: Total Duration SR Unassigned to Assignee (Days) / # of SRs not assigned to an Assignee (SRs where the Assignee field is blank). |
| Average Duration SR Unassigned to Assignee (Hours) | The total duration an SR is Unassigned to any Assignee (Hours). This metric is calculated as follows: Total Duration SR Unassigned to Assignee (Hours) / # of SRs not assigned to an Assignee (SRs where the Assignee field is blank). |
| Average Duration SR Unassigned to Assignee (Minutes) | The total duration an SR is Unassigned to any Assignee (Minutes). This metric is calculated as follows: Total Duration SR Unassigned to Assignee (Minutes) / # of SRs not assigned to an Assignee (SRs where the Assignee field is blank). |
| Average Duration SR Unassigned to Queue (Days) | The total duration an SR is Unassigned to any Queue (Days). This metric is calculated as follows: Total Duration SR Unassigned to Queue (Days) / # of SRs not assigned to a Queue (SRs where the Queue field is blank). |
| Average Duration SR Unassigned to Queue (Hours) | The total duration an SR is Unassigned to any Queue (Hours). This metric is calculated as follows: Total Duration SR Unassigned to Queue (Hours) / # of SRs not assigned to a Queue (SRs where the Queue field is blank). |
| Average Duration SR Unassigned to Queue (Minutes) | The total duration an SR is Unassigned to any Queue (Minutes). This metric is calculated as follows: Total Duration SR Unassigned to Queue (Minutes) / # of SRs not assigned to a Queue (SRs where the Queue field is blank). |
| Average Duration with SR Assignee (Days) | The total Duration with SR Assignee (Days) averaged over # of SRs assigned to the resource at least once. This metric is calculated as follows: Total Duration with SR Assignee (Days) / # of SRs with Assignees. |
| Average Duration with SR Assignee (Hours) | The total Duration with SR Assignee (Hours) averaged over # of SRs assigned to the resource at least once. This metric is calculated as follows: Total Duration with SR Assignee (Hours) / # of SRs with Assignees. |
| Average Duration with SR Assignee (Minutes) | The total Duration with SR Assignee (Minutes) averaged over # of SRs assigned to the resource at least once. This metric is calculated as follows: Total Duration with SR Assignee (Minutes) / # of SRs with Assignees. |
| Maximum Change End Date | The End time of association of an SR with a tracked attribute such as Assignee, Queue, Severity, Status or Status Type.. |
| Minimum Change Start Date | The Start time of association of an SR with a tracked attribute such as Assignee, Queue, Severity, Status or Status Type.. |
| Total Duration as High Severity SR (Days) | The total duration in days that SR Severity is High (Sev Code = ORA_SVC_SEV1). |
| Total Duration as High Severity SR (Hours) | The total duration in hours that SR Severity is High (Sev Code = ORA_SVC_SEV1). |
| Total Duration as High Severity SR (Minutes) | The total duration in minutes that SR Severity is High (Sev Code = ORA_SVC_SEV1). |
| Total Duration as In Progress SR (Days) | The total duration in days that an SR is in any status that belongs to 'In Progress' Status Type.. |
| Total Duration as In Progress SR (Hours) | The total duration in hours that an SR is in any status that belongs to 'In Progress' Status Type.. |
| Total Duration as In Progress SR (Minutes) | The total duration in minutes that an SR is in any status that belongs to 'In Progress' Status Type.. |
| Total Duration as Low Severity SR (Days) | The total duration in days that SR Severity is Low (Sev Code = ORA_SVC_SEV3). |
| Total Duration as Low Severity SR (Hours) | The total duration in hours that SR Severity is Low (Sev Code = ORA_SVC_SEV3). |
| Total Duration as Low Severity SR (Minutes) | The total duration in minutes that SR Severity is Low (Sev Code = ORA_SVC_SEV3). |
| Total Duration as Medium Severity SR (Days) | The total duration in days that SR Severity is Medium (Sev Code = ORA_SVC_SEV2). |
| Total Duration as Medium Severity SR (Hours) | The total duration in hours that SR Severity is Medium (Sev Code = ORA_SVC_SEV2). |
| Total Duration as Medium Severity SR (Minutes) | The total duration in minutes that SR Severity is Medium (Sev Code = ORA_SVC_SEV2). |
| Total Duration as New SR (Days) | The total duration in days that an SR is in any status that belongs to 'New' Status Type.. |
| Total Duration as New SR (Hours) | The total duration in hours that an SR is in any status that belongs to 'New' Status Type.. |
| Total Duration as New SR (Minutes) | The total duration in minutes that an SR is in any status that belongs to 'New' Status Type.. |
| Total Duration as Resolved SR until Reopen (Days) | The total duration in days that an SR is in any status that belongs to 'Resolved' Status type until it was reopened. (applicable only for a reopened SR). |
| Total Duration as Resolved SR until Reopen (Hours) | The total duration in hours that an SR is in any status that belongs to 'Resolved' Status type until it was reopened. (applicable only for a reopened SR). |
| Total Duration as Resolved SR until Reopen (Minutes) | The total duration in minutes that an SR is in any status that belongs to 'Resolved' Status type until it was reopened. (applicable only for a reopened SR). |
| Total Duration as Waiting SR (Days) | The total duration in days that an SR is in any status that belongs to 'Waiting' Status Type.. |
| Total Duration as Waiting SR (Hours) | The total duration in hours that an SR is in any status that belongs to 'Waiting' Status Type.. |
| Total Duration as Waiting SR (Minutes) | The total duration in minutes that an SR is in any status that belongs to 'Waiting' Status Type.. |
| Total Duration in SR Queue (Days) | The total duration in days that an SR stays in any specific queue. |
| Total Duration in SR Queue (Hours) | The total duration in hours that an SR stays in any specific queue. |
| Total Duration in SR Queue (Minutes) | The total duration in minutes that an SR stays in any specific queue. |
| Total Duration of SR Lifecycle Change (Days) | The total duration in days that an SR is resident in a specific status / severity / queue / resource. The metric assumes meaning seen in context of one of status, severity, queue or resource.. |
| Total Duration of SR Lifecycle Change (Hours) | The total duration in hours that an SR is resident in a specific status / severity / queue / resource. The metric assumes meaning seen in context of one of status, severity, queue or resource.. |
| Total Duration of SR Lifecycle Change (Minutes) | The total duration in minutes that an SR is resident in a specific status / severity / queue / resource. The metric assumes meaning seen in context of one of status, severity, queue or resource.. |
| Total Duration SR Unassigned to Assignee (Days) | The total duration in days that an SR is not assigned to any resource. (Assignee field is blank). |
| Total Duration SR Unassigned to Assignee (Hours) | The total duration in hours that an SR is not assigned to any resource. (Assignee field is blank). |
| Total Duration SR Unassigned to Assignee (Minutes) | The total duration in hours that an SR is not assigned to any resource. (Assignee field is blank). |
| Total Duration SR Unassigned to Queue (Days) | The total duration in days that an SR is not assigned to any Queue. (Queue field is blank). |
| Total Duration SR Unassigned to Queue (Hours) | The total duration in hours that an SR is not assigned to any Queue. (Queue field is blank). |
| Total Duration SR Unassigned to Queue (Minutes) | The total duration in minutes that an SR is not assigned to any Queue. (Queue field is blank). |
| Total Duration with SR Assignee (Days) | The total duration in days that an SR stays with any specific resource / assignee. |
| Total Duration with SR Assignee (Hours) | The total duration in hours that an SR stays with any specific resource / assignee. |
| Total Duration with SR Assignee (Minutes) | The total duration in minutes that an SR stays with any specific resource / assignee. |
| Average Duration of SR Lifecycle Change (Minutes) | The average duration in minutes that an SR is with a particular status / severity / queue / resource. The metric assumes meaning seen in context of one of status, severity, queue or resource. This metric is calculated as follows: Total Duration of SR Lifecycle Change (Minutes) / # of SRs tracked for Lifecycle changes. |
| Minimum Change Start Date | The Start time of association of an SR with a tracked attribute such as Assignee, Queue, Severity, Status or Status Type. |
| Maximum Change End Date | The End time of association of an SR with a tracked attribute such as Assignee, Queue, Severity, Status or Status Type. |
| # of Raw SRs (Lifecycle) | The total number of SRs tracked for Lifecycle changes, including the deleted SRs. |