The total count or percentage of service requests that have not been assigned or attended to by service personnel within a specified timeframe.

KPI Definition

Unclaimed Service Requests on a KPI sheet in the service industry typically refers to the total count or percentage of service requests that have not been assigned or attended to by service personnel within a specified timeframe. These requests remain pending or unresolved due to a lack of action or assignment to a service technician or team. This metric highlights potential inefficiencies or bottlenecks in the service request management process, such as delays in assigning requests to available technicians or inadequate resource allocation.

Business Value

This metric helps businesses analyse the unclaimed service requests.