How do I identify queues whose reopened-case share exceeds their own review threshold?
A case can count as reopened once in the closed cohort. Zero closures produce no rate.
Open Reopen WatchTry the worked example
These are the example inputs from Reopen Watch. Replace them in the tool to run your own case.
| Queue | Closed cases | Reopened | Alert above % |
|---|---|---|---|
| Billing | 50 | 8 | 10 |
| Returns | 40 | 2 | 8 |
Example result
1 queue above threshold
Who uses this?
Customer experience analyst. The free online tool runs the calculation in your browser. To edit the files and use the tools offline in one business, see the €49 offline edition.
Where the idea came from
Identify queues whose reopened-case share exceeds their own review threshold. The episode follows a service-business audit and the points where a booking journey can be measured. Benchcraft designed this tool’s inputs, decision rule and example for this office task.
Original video