> For the complete documentation index, see [llms.txt](https://docs.enate.net/enate-help/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.enate.net/enate-help/work-manager/work-manager-2021.1/reports/operations-performance-overview/volume-and-workload.md).

# Volume & Workload

#### Volume & Workload

A deeper look at what's coming in, what's going out and where the backlog is building. Use this tab for capacity and workload planning.

<figure><img src="/files/fucoMkaDlIgBO1qiDshG" alt=""><figcaption></figcaption></figure>

&#x20;                                                                *Volume & Workload tab.*

#### **KPI cards**

* Work Items Started, Work Items Open, Work Items Overdue, Work Items Closed - as defined on the Operations Summary tab.
* **Work Items On Target -** open items still within their due date, i.e. the team still has time to resolve them before an SLA breach.

#### **Visuals**

* **Daily Volume Trend -** day-by-day received vs closed. Diverging lines (received rising, closed flat) mean the backlog is building.
* **Status Breakdown By Customer -** 100% stacked bar; each customer's work split by status. Good for comparing workload health across customers at a glance.
* **Queue Wise Count -** volume of work items per queue, highest first.
* **Ageing Distribution -** open items grouped into age buckets (0–2, 3–5, 6–10, 11–15, 16–20, 21+ days). Large bars in the older buckets flag a backlog problem.

#### How Work Items Closed is counted

* On the trend charts (Daily Volume Trend and Monthly Volume – Received vs Closed), Work Items Closed is counted by **close date** - the day the item was actually completed - so each period shows the work finished then, regardless of when it arrived.
* The Work Items Closed **KPI card** on the Volume & Workload page works differently: it is based on the **start date**. It counts items that were *started* within the selected period and have since reached a closed status. So the card answers "of the work that came in this period, how much is now done," while the trend charts answer "how much work was completed in this period.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://docs.enate.net/enate-help/work-manager/work-manager-2021.1/reports/operations-performance-overview/volume-and-workload.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.