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.

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.