CX - Service Request
This table describes the Service Request Metrics.
| Metric | Metric Definition |
|---|---|
| # of Closed Critical SRs | The total number of Critical SRs that are in Closed status (status = Closed) |
| # of Closed SRs | The total number of Closed SRs (status = Closed) |
| # of Critical SRs | The total number of Critical SRs |
| # of High Severity SRs | The total number of High severity SRs (severity = High) |
| # of In Progress Critical SRs | The total number of Critical SRs that are In Progress status |
| # of In Progress SRs | The total number of in progress SRs (status = In Progress) |
| # of Initial Resource Assigned SRs | The total number of assigned SRs |
| # of Internal Resolved Closed SRs | The total number of SRs with Resolved or Closed status |
| # of Low Severity SRs | The total number of Low severity SRs (severity = Low) |
| # of Medium Severity SRs | The total number of Medium severity SRs (severity = Medium) |
| # of New Critical SRs | The total number of Critical SRs that are in New status |
| # of New SRs | The total number of new SRs (status = New) |
| # of Open Critical SRs | The total number of Critical SRs that are Open (status = In Progress, New and Waiting) |
| # of Open High Severity Critical SRs | The total number of Critical SRs that are High severity and Open (status = In Progress, New and Waiting) |
| # of Open SRs | The total number of Open SRs (status = In Progress, New and Waiting) |
| # of Raw SRs | The total SRs in the sytem including the deleted ones (delete flag = Y) |
| # of Reopened SRs | The total number of SRs that are Reopened |
| # of Resolved Critical SRs | The total number of Critical SRs that are Resolved (status = Resolved) |
| # of Resolved SRs | The total number of SRs that are Resolved (status = Resolved) |
| # of SRs | The total number of SRs |
| # of SRs Pending Agent Action | The total number of SRs assigned to an Agent having status as In Progress or New |
| # of SRs Resolved in 24-48 hrs | The total number of SRs that were resolved in between 24-48 hours after they were opened |
| # of SRs Resolved in under 24 hrs | The total number of SRs that were resolved in under 24 hours after they were opened |
| # of SRs Transferred | Number of SR's that were transferred |
| # of Transfers | Number of times the SR's were transferred |
| # of Unassigned SRs | The total number of SRs that have not been assigned |
| # of Waiting Critical SRs | The total number of Critical SRs that are in Queue and waiting to be assigned (status = Waiting) |
| # of Waiting SRs | The total number of SRs that are in Queue and waiting to be assigned (status = Waiting) |
| % Reopened SRs | The % of now Closed SRs that were Reopened in SR lifecycle. This metric is computed as follows: (# of Reopened SRs that are in Closed state/# of Closed SRs)*100 |
| % SRs Transferred | The total percentage of SR's that were transferred. This metric is computed as follows: 100*(# of SRs Transferred/# of SRs) |
| Average # of Transfers | The average number of times SR's were transferred. This metric is computed as follows: (# of Transfers/# of SRs Transferred) |
| Average Open SR Age (Days) | The average number of days a SRs is Open |
| Average Time to Assign to Resource(Days) | The average number of days to assign a resource to the SRs |
| Average Time to Assign to Resource(Hours) | The average number of hours to assign a resource to the SRs |
| Average Time to Assign to Resource(Mins) | The average number of minutes to assign a resource to the SRs |
| Average Time to Close (Days) | The average days to close the SRs |
| Average Time to Close (Hours) | The average hours to close the SRs |
| Average Time to Close (Mins) | The average minutes to close the SRs |
| Average Time to Resolve (Days) | The average days to resolve the SRs |
| Average Time to Resolve (Hours) | The average hours to resolve the SRs |
| Average Time to Resolve (Mins) | The average minutes to resolve the SRs |
| Open SR Age (Days) | # of days since the SR was reported (doesn't apply for Closed/Resolved SRs) |
| SR Resolution Rate | The SRs Resolution rate. This metric is computed as follows: 100 * # of Resolved + Closed SRs/# of SRs |
| Total Time to Assign to Queue (Days) | The total number of days to assign a SRs to a Queue |
| Total Time to Assign to Queue (Hours) | The total number of hours to assign a SRs to a Queue |
| Total Time to Assign to Queue (Mins) | The total number of minutes to assign a SRs to a Queue |
| Total Time to Assign to Resource(Days) | The total number of days to assign a resource to SRs |
| Total Time to Assign to Resource(Hours) | The total number of hours to assign a resource to SRs |
| Total Time to Assign to Resource(Mins) | The total number of minutes to assign a resource to SRs |
| Total Time to Close (Days) | The total number of days to close the SRs |
| Total Time to Close (Hours) | The total number of hours to close the SRs |
| Total Time to Close (Mins) | The total number of minutes to close the SRs |
| Total Time to Resolve (Days) | The total number of days to resolve a SRs |
| Total Time to Resolve (Hours) | The total number of hours to resolve a SRs |
| Total Time to Resolve (Mins) | The total number of minutes to resolve a SRs |