An important measure of client risk is to comparing ticket counts over two periods of time and see if there is a decline. The client might need you less, which could be a leading indicator of churn or client downsizing.

Looking at weekly ticket counts from your managed services reactive tickets is a good indicator of change in client need.

The filters let you look back for a number of weeks and then compare ticket volume to another range of weeks that are prior to the first set of weeks.

In the example below, the Current Look Back Weeks (1) is set to 2 weeks and the Prior Look Back Weeks (2) is set to 8 weeks. The report will show ticket Rates per week for the previous two weeks and then weekly averages for tickets eight weeks further back. The report can look at all Boards, selected Boards, or one Board. It is suggested that reactive Boards will give the best information.

The report shows:

1. Client name
2. Current Ticket Rate (weekly average) looking back for the number of weeks in the Current Look Back Weeks filter (the above example looked back 2 weeks).
3. Prior Ticket Rate (weekly average) looking back further for the number of weeks in the Prior Look Back Weeks filter (the above example looked further back for 8 weeks).
4. The Decline (or Increase) -  ((Current Ticket Rate - Prior Ticket Rate)/Prior Ticket Rate)%