Open Items Score
This article describes the Open Items Score in Staircase AI, which tracks support risk by combining metrics from open support tickets and unresolved email threads—providing a daily punch list of items needing closure.
The Staircase AI Open Items score, measures two key signals: support ticket activity and email thread status. Track the number of tickets opened by a customer weekly to help identify potential issues or escalations in the support channel. Additionally, Staircase AI monitors email threads bi-directionally to ensure nothing is overlooked or lost in the shuffle by providing your team a daily punch list of emails they should check to ensure closure.