Request Aging Report

Description

The Request Aging report provides an overview of the top 20 categories of requests which are submitted in the last 30 days and are included in the highest 90th percentile for request duration. It also enables the user to review, for each category, the distribution of requests by request duration and by request submission date. In addition, detailed breakdown of overall requests count by duration (1"t" refers to request duration. t<=1 day 2In this document, "days" refer to calendar days., 1<t<=3 days, 3<t<=7 days, 7<t<=15 days, 15<t<=30 days, 30<t<=60 days, 60<t<=90 days, 90<t<=120 days) is also provided by this report.

This report organizes the aforementioned information using both 3D and 2D bar graphs. You can get an overview of the top 20 categories of requests which have the highest 90th percentile for requests duration on the first page of this report. On the second page, the Request Count by Duration analysis is displayed in 2D bar graph. To view detailed breakdown of the requests, you can click the Groups tab in Crystal Preview panel and select the categories you are interested in.

Customer Value

This report provides a quick view of the top 20 categories of requests which have the highest 90th percentile for requests duration. It also displays request median duration and 90th percentile duration for each category. This report can be used by the IT Management team to get a general impression on request handling overall performance. Also, it can help management team identify the most challenging area of requests handling.