Matter Intake & Triage Operations

Meridian BioSystems Inc. • Last 13 Weeks • Updated 2 hours ago

Median Cycle Time
41.2h
+8% vs target
SLA Adherence
87.4%
+2.1% MoM
Queue Aging P90
48.7h
+15h spike
Reassignment Rate
14.2%
Above 12% threshold
Self-Service Deflection
31.8%
+4.2% QoQ
Template Utilization
63.5%
Target: 70%

Intake Volume by Channel (13 Weeks)

Triage Complexity Score Distribution

Queue Aging P90 by Legal Subdomain (Hours)

W1
W2
W3
W4
W5
W6
W7
W8
W9
W10
W11
W12
W13
Commercial
28
31
35
38
42
45
52
51
48
44
43
39
37
Employment
22
24
26
23
25
27
29
28
26
25
24
23
22
IP & Patents
34
36
38
41
43
42
46
44
40
38
37
35
36
Regulatory
29
30
32
34
36
35
37
36
34
33
31
30
29
Litigation
18
19
21
20
22
21
23
24
22
20
19
18
17
<30h
30-40h
40-48h
>48h (SLA Risk)

Intake Volume by Business Unit (Weekly Avg)

Template Utilization Rate by Matter Type

SLA Performance by Request Type (Last 30 Days)

Request Type Volume SLA % Median Time P90 Time Reassign %
NDA Review 487 92.1% 18.4h 34.2h 8.3%
Commercial Contract 328 84.1% 42.7h 61.8h 16.2%
Employment Query 241 94.6% 14.2h 26.3h 6.7%
IP Consultation 156 88.5% 36.1h 52.4h 11.5%
Regulatory Filing 132 90.2% 28.6h 44.1h 9.8%
Privacy/GDPR 118 89.0% 22.3h 38.7h 12.7%
Vendor Agreement 97 86.6% 39.2h 56.3h 18.4%
Litigation Hold 64 96.9% 12.1h 19.8h 4.7%
Week 7 Spike Alert: Product launch drove 61% increase in commercial contract intake; queue P90 reached 52h and SLA adherence fell to 84%. APAC Sales duplicate tickets (portal+email) inflated BU volume by 18% — deduplication process implemented in Week 10. Peer pharma benchmark: 26h median cycle time. Target: reduce to 24h within 2 quarters.