Service Request Management
| Business Metric Name | Business Metric Description | Related Subject Areas |
|---|---|---|
| Service Requests by Status | Shows the number of CX service requests by their status. | CX - Service Request |
| SR Backlog Rate (%) | Shows the percentage of open SRs relative to the total SRs by age category. | CX - Service Request |
| Escalation (Critical SR's) | Shows the number of SRs that are marked critical. | CX - Service Request |
| SR Resolution (%) | Shows the number of SRs in resolved status. | CX - Service Request |
| Agent Performance | Shows the average time (days) to resolve issues by service agents. | CX - Service Request |
| SRs by Service Category | Shows the number of open SRs by service category. | CX - Service Request |
| SRs by Channel | Shows the number of open SRs by channel. | CX - Service Request |
| Top 10 Customers (With Active SRs) | Shows the top 10 customers with the most active open SRs. | CX - Service Request |