A highly standardized process with good flow efficiency is undermined by a notable 9% rework rate and a 13% SLA breach rate.
9.2% of incidents bounce between 'Assigned', 'Active', and 'Work in Progress' states.
This suggests unclear assignments or missing information for agents to proceed.
13% of incidents breach at least one service level agreement.
Process exceptions and rework are likely driving these service delivery issues.
Over 17% of incidents move directly from 'Work in Progress' to 'Closed'.
This indicates an inconsistent process for confirming resolution before closure.
Close codes are fragmented across 15 values, with no clear top outcome.
This fragmentation prevents effective analysis of resolution types and root causes.
Resolved incidents wait an average of 4.75 hours before being closed.
This is administrative delay that artificially extends the total incident lifecycle.
The top two process variants account for over 90% of all incidents.
Flow efficiency is a healthy 65%, with minimal time spent in queues.
Key incident fields are 100% populated, providing reliable data for analysis.
New incidents are picked up and moved to 'Active' in an average of 2.41 hours.
Analyze incidents that bounce between 'Assigned' and 'Work in Progress' states.
Consolidate the 15 close codes into a smaller, more meaningful set.
Implement an auto-closure rule for incidents in the 'Resolved' state.