How To Calculate Support Merge Request Rate in Sage Intacct | Arithmix

Calculating support merge request rate is a valuable metric for any organization that provides customer support. It helps you understand how efficiently your support team is handling customer requests and how quickly they are resolving issues. In this article, we will discuss what support merge request rate is, when it is valuable to calculate it, and how to calculate it.

What Is Support Merge Request Rate?

Support merge request rate is the percentage of support requests that are merged with other requests. When multiple customers report the same issue, support agents can merge those requests into a single ticket to avoid duplicating work. The support merge request rate is the percentage of total support requests that are merged with other requests.

For example, if your support team receives 100 support requests in a month and merges 20 of them, your support merge request rate is 20%.

When Is It Valuable To Calculate Support Merge Request Rate?

Calculating support merge request rate can be valuable in several ways. First, it helps you identify common issues that multiple customers are experiencing. By merging these requests, you can prioritize them and work on resolving them more efficiently.

Second, it helps you measure the efficiency of your support team. If your support merge request rate is high, it means your team is doing a good job of identifying and merging duplicate requests, which can save time and resources. On the other hand, if your support merge request rate is low, it may indicate that your team is not identifying duplicate requests efficiently.

How To Calculate Support Merge Request Rate

Calculating support merge request rate is a simple process. First, you need to determine the total number of support requests you received during a specific period, such as a month. Next, you need to determine the number of those requests that were merged with other requests during the same period.

Once you have these two numbers, you can calculate the support merge request rate by dividing the number of merged requests by the total number of support requests and multiplying the result by 100. The formula looks like this:

Support Merge Request Rate = (Number of Merged Requests / Total Number of Support Requests) x 100

For example, if your support team received 100 support requests in a month and merged 20 of them, your support merge request rate would be:

Support Merge Request Rate = (20 / 100) x 100 = 20%

By calculating support merge request rate regularly, you can track changes over time and identify areas for improvement in your support processes.

Conclusion

Support merge request rate is a valuable metric for any organization that provides customer support. By understanding what it is, when it is valuable to calculate it, and how to calculate it, you can improve the efficiency of your support team and provide better service to your customers.

How Do You Calculate Support Merge Request Rate in Sage Intacct

Sage Intacct 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 Sage Intacct 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 Sage Intacct, 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 Sage Intacct 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 Sage Intacct 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.