How do I use the Stalled Service Requests panel?
Use this panel to spot active service requests that might need attention before they become customer issues.
The panel highlights requests where work has begun but hasn't moved forward. It enables service representatives to focus on those requests where delays might have a considerable business impact.
Here's how requests are selected:
First, a request is considered for the panel only when it's open, currently in an active work state (In Progress or Waiting), and was opened within the last 30 days.
For each eligible request, the panel calculates a delay score using three signals:
- Total time the request has spent In Progress.
- Total time the request has spent Waiting.
- Time since the most recent update or activity.
For transparency, the delay score weights time In Progress at 20%, time Waiting at 40%, and inactivity at 40%. The ten requests with the highest delay scores move to the next step. If there are ten or fewer eligible requests, all of them move forward.
Second, from those rule-qualified requests, the panel uses AI to identify up to five request that appear most important. Criteria include the request title and description, severity, critical status, whether it's been reopened, and the delay score. If more than five requests qualify, the panel shows the five with the highest estimated impact of continued inaction. If five or fewer qualify, all requests are displayed.
How rule-based and AI analysis differ
| Rule-based (deterministic) | AI-assisted (LLM) |
|---|---|
| Checks whether a request is in an active work state and within the panel's review window. | Ranks the rule-qualified requests by estimated business impact of further delay. |
| Calculates the delay score from time In Progress, time Waiting, and inactivity. | Creates the short reason and the primary risk badge shown for each request. |
| Selects the ten highest-scoring eligible requests (or all, when there are ten or fewer). | In expanded view, suggests the most appropriate next action for each displayed request. |
How action recommendations are formed
In the expanded view, the panel might use similar resolved requests from the same product and category to help choose a next step. When there's not enough useful similarity, the recommendation defaults to a reminder for the current assignee. Available recommendations are limited to assigning the request to a queue, adding a representative to the request team, or sending a reminder. Every recommendation requires your confirmation before anything changes.