Open Items Score

Overview

The Open Items Score of an Account in Staircase AI helps customer-facing teams proactively identify potential issues and ensure follow-up actions are completed. It focuses on two key engagement signals: Email and Tickets. By highlighting open and pending items, this score enables teams to spot emerging issues early and take corrective action before they escalate.

How the Open Items Score Works

The Open Items Score is based on the following parameters:

• Ticket: The first component of the score reflects the number of support tickets a customer opens in a given week. This signal helps detect ticket surges that may indicate underlying problems. On an Account’s Engagement graph, you can filter by Tickets to view a week-over-week breakdown. 
  
  
  
  The count includes all tickets opened in a week, regardless of whether they are open, in process, or closed.
  
  
  
  The metric is purely volume-based and does not depend on ticket status.
  To ensure fair comparison, ticket volume is measured relative to customer tier benchmarks over the health score period, such as the last 30 days. This normalization allows teams to assess activity levels accurately across different customer segments.
• Email: Unresolved email threads contribute to Open Items Score. This bidirectional parameter tracks pending actions between your team and the customer. An item is considered open if either side is waiting on the other to complete an action. This includes follow-ups promised by your team or deliverables expected from the customer.
  You can view all open email items by navigating to Accounts page > Open Items tab or your Profile View.
  
  
  
  Note: If the customer resolves an item in the same email thread, it automatically removes it from the open items list.
• Meetings: Meeting-related items are not included in the Open Items Score. Since meetings cannot be closed and do not have a clear resolution action, they do not impact the score.