SR/Service Request Open-to-close duration

This is the actual time it took for a Customer Service Request to be addressed by the Service Organization (including phone, chat..talking the customer, including the performance of the technology(ies) used during that conversation)


  • These dashboards (CX, UX, PX,...) are preconfigured, and configurable. you can add/remove any of the portlet, fields, values on any of these dashboard, define drilldowns, etc - below metrics are some of the new metrics we now deliver OOTB/preconfigured but these are just examples, you can then slide and dice these metrics in anyway you like)
  • The above CX Metric has been achieved via different ways/configuration (depending the client's technologies, data sources and requirements).