Volume
Measure how much work comes in and how much goes out, by day and by channel.
See how much work came in and how much went out: conversations opened, closed and reopened, day by day and channel by channel.
The figures
Compare four figures over the period:
| Figure | What it counts |
|---|---|
| Opened | Conversations that started in the period. |
| Closed | The ones the team closed in the period, even if they started earlier. |
| Reopened | The ones that came back. |
| Still open | Of the period's, the ones that have not closed. |
Wrap compares the first three against the previous period. Still open gets no comparison: it is today's balance, not a total for the period.
The cuts
Cut the volume two ways:
- By day: the open and close curve.
- By channel: where the volume comes from. Use it to decide where to put people.
How to read it
Compare opened against closed. If they track each other, the team is keeping up. If opened grows and closed does not, you are piling up work, and still open confirms it.
If reopened climbs, check whether the team is closing conversations too early.