Support KPI Examples | Overdue Service Requests

Overdue Service Requests

Measure the total number of service requests that have not been acted on within a set amount of time.

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Formula

(Requests not closed within a time frame / Total number of requests)x100

Services

Help Scout Dashboard | Help Scout Logo LiveAgent Dashboard | LiveAgent Logo Zendesk Dashboard | Zendesk logo

Role

Employee/Staff, Manager

Overview

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.

Formula

(Requests not closed within a time frame / Total number of requests)x100

Reporting frequency

Weekly

Example of KPI target

0% overdue

Audience

Support Team

Variations

Service requests not closed in the established time frame