Support / Customer Success
Support Backlog Age ~ (aka "ticket aging", "open-ticket age", "backlog health")
How old the pile of still-open support tickets is, a stock measure of unresolved work, distinct from how fast closed work got done.
The fork, why two teams get different numbers
The statistic forks: mean age of open tickets, the age of the oldest open ticket, and the percent of backlog older than N days each tell a different story, and a healthy mean can sit on top of a rotting tail.
In the Metric Library
- The full fork, both definitions worked all the way through
- The trap that makes the number lie, on a real export
- Every formula variant, spelled out
- The reconciliation anchor, what to tie it to and when to refuse
Reference: ITSM / support-operations convention - no single standards body