Understand the Requests Key Performance Indicators

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Audio: Sound Length: 1:31 minutes

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1. Navigate to Requests.
2. Click the Show KPI icon.

Going across the top of the screen, the following dynamic tools are:

• Last 24 Hours - Click the statistic to display the relevant requests in the list.
• Unprocessed ## out of ## active - This displays the number of New Requests that haven't been processed yet. Click the Unprocessed ## statistic to display the relevant requests in the list.

The Active Requests in KPI counts all open/unresolved requests that are currently unassigned. Active Requests includes requests in any of the following statuses:

• New
• Active
• Open Work Order
• On Hold
• Reopened

However, it only counts those which are unassigned. If a request in one of these statuses has already been assigned to someone, it will not count towards the Active count.

This differs from the grid's "Active" filter, which displays all requests in the same status regardless of assignment, including both assigned and unassigned items.

Requests with the following statuses are not considered as Active:

• Closed
• Completed
• Backlog

• Priority  - This displays the number of different priority requests. Click the priority to display the relevant requests in the list.
• Aging - This displays the number of requests by their age, either 1 to 7 days and 7+ days.
• Requests By Priority - This displays the number of requests by their priority.