Source: https://atomicwork.docs.pageloop.ai/product/analytics/request-and-service-health/request-aging-report

# Request aging report

The Request Aging report helps you understand how long requests in your workspace remain unresolved, and how different stages in their lifecycle impact resolution times. By tracking request age, assignments, and distribution across time buckets, admins and analysts can get a clear view of backlogs, bottlenecks, and efficiency opportunities.

To access this report, go to **Analytics > Workspaces > \[Workspace name] > Request aging**.

The report covers service requests, incidents and problems.

## Understanding request aging analytics

The report includes several key metrics that are designed to highlight how long requests stay unresolved and where delays may occur.

| **Metric**                                  | **Description**                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    | **Why it matters**                                                                           |
| ------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------- |
| **Request age**                             | Shows how long open requests have been active, measured from creation (or move-in) until now. Switch between average and median. Includes requests created in the selected duration that are still open today.                                                                                                                                                                                                                                                                                                                     | Helps you understand the age of unresolved requests and spot items that may need escalation. |
| **Time to first assignment**                | Measures the time taken for a request to be assigned to an agent for the first time. Calculated in business hours. Switch between average and median. Includes requests created in the selected duration; the first assignment itself can come later. Requests that have never been assigned are left out.                                                                                                                                                                                                                         | A long time here may indicate delays in triage or routing.                                   |
| **Number of re-assignments**                | Counts how many times a request was handed to a different assignee after the first assignment. Switch between average and median. Only requests reassigned at least once are included. Includes requests created in the selected duration.                                                                                                                                                                                                                                                                                         | Frequent reassignments often signal unclear ownership or process gaps.                       |
| **Age distribution of unresolved requests** | Groups open requests into up to 8 time buckets (e.g., 0–2 hrs, 2–4 hrs, etc.) based on how many hours they've been open, split by the group-by you choose. Buckets are dynamically sized based on the oldest request. The top 9 groups are shown, and the rest are grouped as **Others**. Includes requests created in the selected duration that are still open today.                                                                                                                                                            | Gives you a quick view of backlog composition and where requests tend to “pile up.”          |
| **Request lifecycle breakdown**             | Displays the average or median time requests spend in each status (such as Open, In Progress, On Hold). Time is added up across every visit to a status, and the current status runs up to now. A request that passed through several statuses appears under each one. The top statuses are shown, and the rest are grouped as **Others**. Includes requests created in the selected duration, using status changes up to the end of the duration.                                                                                 | Useful for identifying where requests get stuck for long periods.                            |
| **Request volume by time**                  | Breaks down the number of requests into up to 8 time buckets (in hours) for the metric you choose, split by the group-by you choose (top 9 groups, plus **Others**). Metric options: - _Time to first response_: requests created in the selected duration. - _Time to resolution_: requests resolved in the selected duration, minus any time the SLA clock was paused. Requests that are currently reopened are left out. - _Time to first assignment_: requests created in the selected duration, calculated in business hours. | Lets you compare performance across different time ranges and spot trends in responsiveness. |

For example, in the _Age distribution of unresolved requests_, you notice a growing number of requests in the **3–5 day bucket** over the last quarter. You also notice the _Time to first assignment_ widget and see a high average for the same period. Cross-referencing both reveal that the backlog isn’t caused by long resolutions, but because they’re sitting unassigned at the start. This points to a need to streamline intake and routing processes.

## Filtering the report

You can filter the Request Aging report at two levels:

- **Global filters:** These apply to the entire report. Filters include:

  - **Duration** – Choose the time period for which requests are included.

  - **Request type** – Focus on service requests, incidents, or problems.

  - **Request attributes** – Narrow your view by agent, group, status, priority, urgency, category, and more.

- **Group by:** Some charts split requests by an attribute you choose: department, request type, priority, status, requester, agent, group, impact, urgency, source, or service category.

- **Widget-level filters**: These apply only to the specific chart or widget you’re viewing. For example, in the _Age distribution of unresolved requests_ chart, you can filter by request type to see how ageing differs across request categories. **Global filters always apply first, and widget filters refine the view within that dataset.**

For instance, if you set the global filters _Duration = This month & Request type = Service requests_, then add a widget filter for _Priority = High_, you’ll only see high-priority service requests created this month in that widget.

For the full set of filters and operators, and how to save a filter combination as a view, see [Filtering reports and saving views](/product/analytics/request-and-service-health/filtering-reports-and-saving-views).

### How the Duration filter works

The **Duration** filter (Today, Yesterday, This week, This month, This quarter, This year, Last week, Last month, Last quarter, or a custom range) sets the start and end of the reporting period in your time zone. You can't pick future dates.

Most metrics count requests **created** in the period. A request moved in from another workspace counts as created on the date it was moved. Metrics about open requests only include requests that are still open today, and age is always measured up to today, not up to the end of the period. Each metric's description below says which requests it includes. Deleted requests are always left out.

## Drilling down into metrics

You can drill down into any widget in the Request Aging Report to see the underlying requests that make up the data. Clicking **View breakdown** on a tile or chart opens a detailed view with request-level information such as subject, requestor, status, priority, SLA, agent, and group.

You can also add more columns, apply additional filters, and export the dataset for deeper analysis. This makes it easy to move from high-level trends to the specific requests driving them.

## Exporting the report

You can export the Request Aging report as a CSV file, with all the filters you’ve applied carried over. This will compile the date related to all open requests. Once you trigger the export, the file is generated and sent to your email, so you can easily work with the data in Excel or other BI tools.