Escalation rate calculator
Use a numerator filtered to the eligible cohort. In event mode repeats are valid events, not duplicate imported records; state what qualifies as an event and how duplicate event records were removed in the cohort/source definition.
Escalation rate calculator
Unique mode counts each eligible ticket at most once, even after several escalations. Event mode counts every defined escalation event on eligible tickets, so its event-per-ticket percentage may exceed 100%; it is not the fraction of tickets escalated. Define the same period, cohort and event convention; the tool sets no escalation policy.
Use a numerator filtered to the eligible cohort. In event mode repeats are valid events, not duplicate imported records; state what qualifies as an event and how duplicate event records were removed in the cohort/source definition.
Exclusions remove ineligible denominator records. Duplicate records are extra copies, disjoint from exclusions. Enter a numerator already filtered to that eligible base; do not subtract these counts again.
Totals pool counts only within an identical scenario, cohort, model and unit; each group lists its member periods and sources. Never average row percentages. Do not pool overlapping periods or alternative versions of the same records.
All operations run in this browser. No service, industry benchmark, SLA target or organizational policy is inferred.
A QUICK WALKTHROUGH
How to use this tool
- Confirm that each row uses the declared same-period scope and that pooled rows represent disjoint records. Alternative scenarios stay separate.
- Exclusions remove ineligible denominator records. Duplicate records are extra copies, disjoint from exclusions. Enter a numerator already filtered to that eligible base; do not subtract these counts again.
- Totals pool counts only within an identical scenario, cohort, model and unit; each group lists its member periods and sources. Never average row percentages. Do not pool overlapping periods or alternative versions of the same records.
Model
Unique mode counts each eligible ticket at most once, even after several escalations. Event mode counts every defined escalation event on eligible tickets, so its event-per-ticket percentage may exceed 100%; it is not the fraction of tickets escalated. Define the same period, cohort and event convention; the tool sets no escalation policy.
Eligible denominator
Exclusions remove ineligible denominator records. Duplicate records are extra copies, disjoint from exclusions. Enter a numerator already filtered to that eligible base; do not subtract these counts again.
Weighted total for matching scenario, cohort and model
Totals pool counts only within an identical scenario, cohort, model and unit; each group lists its member periods and sources. Never average row percentages. Do not pool overlapping periods or alternative versions of the same records.
Report
Exact reduced fractions preserve full precision. The percentage preview is rounded to 12 decimal places; export contains the exact percentage fraction.
GOOD TO KNOW
Common questions
Can the rate exceed 100%?
Unique mode counts each eligible ticket at most once, even after several escalations. Event mode counts every defined escalation event on eligible tickets, so its event-per-ticket percentage may exceed 100%; it is not the fraction of tickets escalated. Define the same period, cohort and event convention; the tool sets no escalation policy.
What does a zero denominator mean?
The rate is undefined, not zero. The report retains the numerator and denominator so the empty base remains visible.
How are totals interpreted?
Totals pool counts only within an identical scenario, cohort, model and unit; each group lists its member periods and sources. Never average row percentages. Do not pool overlapping periods or alternative versions of the same records.