Is the support backlog getting older?
See open conversations move from fresh to aging over time, so Support can rebalance work before old cases become the norm.
A recipe turns questions into decisions.
First it agrees what the question means, then connects only the data it needs, and only then keeps a live answer.
- QuestionThe team agrees what it needs to know.
- Agreed definitionClarifies what counts, the expected level, and who decides.
- Data it needsOnly the minimum data needed to answer is connected.
- Live answerThe answer stays up to date.
- DecisionAct, stay the course, or wait.
What you'll do with the answer
The answer makes the next move clear—and is just as clear when the right move is to wait.
Keep the queue plan
The share of conversations over seven days remains below the maximum Support agreed.
Rebalance the queue
Too much open work has crossed seven days and needs an accountable response.
Restore the backlog
Opened, resolved, or queue information is incomplete, so no age trend is inferred.
What Soltura needs
Follow each open conversation from the time it was opened until it is resolved. The chart redraws the real backlog at every reading; it is not a forecast.
Conversation opened
The support system confirms when a conversation entered the chosen queue.
Conversation resolved
A later resolution removes it from open work.
The same queues
Only conversations managed under the same age policy enter the answer.
Real readings over time
Each point comes from an actual reading, never an invented history.
After at least 20 open conversations have dependable opened and resolved times
Where it fits
A good fit when
- The support system records dependable opened and resolved times.
- The included queues share one age policy.
- Support owns the decision to rebalance or keep the queue plan.
Choose another approach when
- You need first-response service levels rather than the age of open work.
- The queues use different age policies and cannot be separated.
- Resolution times cannot be trusted.
Bring this answer into your project
See old support work growing before customers feel the pattern.
Soltura prepares the backlog question, age groups, trend, and opened and resolved moments your system needs to send. Your project checks the complete change before anything happens.
Nothing changes until your project reviews and approves the proposal.