How To Calculate Support Merge Request Rate in Deltek Costpoint | Arithmix

Calculating support merge request rate is an important task for any organization that provides customer support. It helps you understand how frequently your customers are requesting support and how quickly your team is able to resolve those requests. This information can be used to identify areas for improvement and to set goals for your support team.

To calculate support merge request rate, you will need to track the number of support requests that your team receives over a given period of time. This can be done using a variety of tools, such as a help desk software or a simple spreadsheet. Once you have this data, you can calculate your support merge request rate by dividing the total number of support requests by the total number of merge requests.

It's important to note that support merge request rate is just one metric that you can use to measure the effectiveness of your support team. It should be used in conjunction with other metrics, such as customer satisfaction and response time, to get a complete picture of your team's performance.

What Is Support Merge Request Rate?

Support merge request rate is a metric that measures the number of support requests that are merged into a single ticket. This can happen when multiple customers submit similar requests, or when a single customer submits multiple requests related to the same issue. By merging these requests into a single ticket, your support team can more efficiently manage and resolve customer issues.

Support merge request rate is calculated by dividing the total number of support requests by the total number of merge requests. For example, if your team received 100 support requests and merged 50 of them into 25 tickets, your support merge request rate would be 0.5.

When Is It Valuable To Calculate Support Merge Request Rate?

Calculating support merge request rate can be valuable in a variety of situations. For example, if you are looking to improve the efficiency of your support team, tracking this metric can help you identify areas where you can streamline your processes. If you notice that a large percentage of your support requests are being merged into a single ticket, you may want to consider implementing a self-service portal or knowledge base to help customers find answers to common questions.

Support merge request rate can also be useful for identifying trends in customer issues. If you notice that a particular issue is being reported by multiple customers, you can use this information to proactively address the issue and prevent it from becoming a larger problem.

Overall, calculating support merge request rate is a simple yet powerful way to measure the effectiveness of your support team and improve the customer experience. By tracking this metric and using it to inform your decision-making, you can ensure that your support team is providing the best possible service to your customers.

How Do You Calculate Support Merge Request Rate in Deltek Costpoint

Deltek Costpoint itself isn’t naturally geared towards letting you calculate complex metrics like Support Merge Request Rate. As an alternative, teams typically use products like Arithmix to import data from Deltek Costpoint and build out dashboards.

What is Arithmix?

Arithmix is the next generation spreadsheet - a collaborative, web-based platform for working with numbers that’s powerful yet easy to use. With Arithmix you can import data from systems like Deltek Costpoint, combine it with data from other systems, and create calculations like Support Merge Request Rate.

In Arithmix, data is organized into Tables and referenced by name, not by cell location like a spreadsheet, simplifying calculation creation. Data and calculations can be shared with others and re-used like building blocks, vastly streamlining analysis, model building, and reporting in a highly scalable and easy to maintain platform. Data can be edited, categorized (by dimensions) and freely pivoted. Calculations are automatically copied across a dimension - eliminating copy and paste of formulas.

Arithmix is fully collaborative, giving your entire team access to your numbers and the ability to work together seamlessly.

Calculating Support Merge Request Rate in Arithmix

Calculating metrics like Support Merge Request Rate is simple in Arithmix. Once you've created your free account, you’ll be able to import your Deltek Costpoint data, and use it to create natural language formulas for metrics like Support Merge Request Rate.

Arithmix is designed to give you the power to build any calculations you want on top of your Deltek Costpoint data, while also being easy to use and collaborate on. You can share your dashboards with users inside and outside of your organisation, making it easy to empower your whole team.