KPIs & Metrics 101
Everything you need to know about KPIs to start your data driven journey
KPIs & Metrics 201
Real life business examples of KPIs and how to establish key business metrics
As with any busy support team, there are bound to be a few service requests that fall to the wayside. The Overdue Service Requests metrics helps keep your team aware of which requests are waiting to be dealt with or closed.
(Requests not closed within a time frame / Total number of requests)x100
Example of KPI target
Service requests not closed in the established time frame