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Active Issues represent an essential KPI for gauging the current workload and efficacy of problem resolution within service operations. Keeping track of active issues is crucial in ensuring a swift response and maintaining customer satisfaction. This article will explore the concept of Active Issues, how to evaluate them effectively, and propose initiatives to enhance resolution processes.
Active Issues include all current unresolved customer problems, support tickets, or service requests that are open and require attention. This KPI helps management prioritize resources and assess their team's capacity and efficiency in resolving customer concerns.
A high number of Active Issues could indicate a bottleneck in service provision, potential understaffing, or inefficient processes. Conversely, a lower number suggests that issues are being dealt with promptly and effectively.
Active Issues are typically calculated by tallying all open issues that remain unsolved within a given timeframe:
Active Issues = Total Number of Open Issues - Total Number of Issues Closed
Benchmarks for Active Issues vary by industry and company size. It is important to set internal benchmarks based on historical data and strive for continuous improvements in reducing the number of active issues.
By addressing the number of Active Issues effectively and implementing strategic projects to manage them, organizations can improve operational performance and boost customer service quality.
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