Which metric should be analyzed to identify potential delays in the support process?

• A. Open cases by reason
• B. Cases created by type
• C. Case volume by channel
• D. Average case stage duration

Answer: (D)

Tracking how long a case spends in each stage of the support process reveals where delays occur. The metric that measures the average time a case stays in a given stage directly quantifies bottlenecks in the workflow. If the average duration in a stage keeps increasing, it signals a delay at that point, prompting investigation into causes like handoffs, approvals, or workload. You can also break it down by stage to pinpoint exactly where the slowdown begins and target improvements, such as reassigning tasks, streamlining approvals, or reallocating resources.

Other metrics describe workload or reasons behind cases but don’t directly show where in the process the delay happens. Open cases by reason highlights why cases exist, cases created by type shows workload mix, and case volume by channel reveals demand distribution. They help with capacity planning or understanding demand, not the timing of the process itself.