Choose support metrics from a week with strong closures and a growing backlog

Instruction: Calculate what the supplied figures support. Recommend a short weekly scorecard and explain why “80% resolved” and the satisfaction score can both mislead.

Context:

Use this fictional weekly table. The reporting week starts with 40 open tickets. There are 100 newly created tickets and no cancellations or transfers. No ticket closed before this week is reopened during it. At week end, 80 distinct tickets are closed: 65 from this week and 15 from the opening backlog. Tickets reopened by week end are excluded from that 80. Of the 100 new tickets, 25 had an additional user contact by week end. A separate, fully observed seven-day first-contact cohort contains 70 eligible phone/chat tickets; 42 were resolved in the first interaction with no repeat contact during those seven days. All 80 closed tickets received a survey; 20 responses arrived and 18 were positive. No response-time distribution or priority breakdown is supplied. Choose meaningful measures without inventing missing data.

Measure Count
Opening backlog 40
New tickets 100
Closed at week end 80
New tickets among closures 65
Opening-backlog tickets among closures 15
New tickets with additional contact by week end 25
Eligible mature first-contact cohort 70
First-interaction resolutions without seven-day repeat contact 42
Survey responses / positive responses 20 / 18

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I would report that the team closed eighty tickets but did not keep pace with incoming work. The end-of-week backlog is sixty, up from forty. Before calling this a good week, I would combine throughput with repeat contacts, backlog age, and the limits of the satisfaction sample so we can choose an improvement. The reconciliation is 40 plus 100 minus 80, which gives 60 open tickets. That is growth of 20 tickets, or 50% of the opening backlog...

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