Work Queue & Backlog Health

Health Score
76
Target: ≥80
Open Work Items
1,842
↑ 8% vs last week
Aging >72h
11%
203 items
Intake/Close Ratio
1.08
Last 7 days
Unassigned Queue
23
4 are P1
WIP Breaches
4
Teams over limit

Aging Distribution by Team

Intake vs Close Rate (8 Weeks)

Team Capacity Utilization

Unassigned & Stale Queue Items

Ticket ID Queue Type Priority Age (h) Status Skill Required
TKT-8834OnboardingP13.2UnassignedKYC Specialist
TKT-8802Transaction ExceptionP12.8UnassignedFraud Analyst
TKT-8776Account ModificationP276AssignedAccount Ops
TKT-8745EscalationP11.5UnassignedCompliance
TKT-8723OnboardingP284AssignedKYC Specialist
TKT-8701Transaction ExceptionP3102AssignedTransaction Ops
TKT-8689Account ModificationP14.1UnassignedSenior Specialist
TKT-8654OnboardingP268AssignedKYC Specialist

Skill-Mismatch Reroutes (Last 30 Days)

Forecast Backlog at Current Velocity

First-Touch Resolution Rate

68%
↑ 3% vs prior month

Priority Mix (Open Items)

WIP Breach Trend (8 Weeks)

Teams Underwater (Health <75)

KYC Operations 68
Transaction Review 72
Compliance Audit 74
Intake/Close ratio >1.1 for 3+ weeks. Forecasted backlog growth: +18% without staffing adjustment.

Unassigned P1 Items

4
Critical items waiting assignment >2h
TKT-8834 • KYC • 3.2h
TKT-8802 • Fraud • 2.8h
TKT-8745 • Compliance • 1.5h
TKT-8689 • Senior • 4.1h
Capacity model last refreshed: Today 06:00 UTC • Next refresh: Tomorrow 06:00 UTC • Staffing case approved for KYC Operations (+2 FTE)