Average Service Requests
Closed per Agent

Metrics Description: How This Result Was Calculated

Metric: Average Service Requests Closed per Agent

Description: This measurement calculates the number of service requests that were closed by each agent that participated in the process of closing service requests in the given period of time.

Unit: Number of service requests

Prerequisite for a valid measurement: Please validate that the assumptions below are confirmed in your SysAid installation. If not, use the filter builder to align your local calculation to the measurement assumptions.

Measurement assumptions:

• All service requests represent incidents
• For this measurement, an incident qualifies as an unplanned interruption to an IT service or a reduction in the quality of an IT service.
• Period: The note under the Worldwide Distribution Chart in your local installation will indicate which period of time has been calculated.
• Closed service requests: All incidents that have been closed during a specific period of time. The field used for this purpose is “Closed Time,” which is populated as soon as an incident moves to a status of the closed class. For more detailed information, see Settings under Preferences –> Customize –> Customized Lists –> Status.
• Agents: All SysAid administrators that participated in the closing of service requests. For this purpose, “closed” means the agent changed the service requests from an open status (from the open class) to a closed status (from the closed class).

Please note: To get a meaningful calculation, only SysAid admins whose main activities focus on resolving service requests should be considered in the population. An agent that closed only a few service requests per month may cause the average to drop dramatically.

Measurement calculation: To calculate the average, the number of service requests is divided by the distinct number of agents that participated in the closing of service requests.

Average: Closed/Distinct (Agents that Closed Service Requests)
Sample values: 40, 39.5, 100

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If you haven’t already gotten started with the IT Benchmark, go to your local installation, find the IT Benchmark, and make sure the measurements are enabled. Once you click save, the IT Benchmark will calculate the statistics and provide you with updated information. It’s fast, it’s free, and it’s unique to SysAid!