Workload & Service Levels Report

The Workload & Service Levels report shows how request work is distributed across your coordinators and how long requests spend at each stage of processing. Use it to balance assignments and to see where requests are slowing down against your service-level targets.

(screenshot placeholder — capture: the Workload & Service Levels report showing per-coordinator request load alongside a stage dwell-time and SLA breakdown for the active period)

What This Report Shows

For the period selected at the top of the panel, this report covers both workload and service levels:

• Workload distribution — request load spread across coordinators, weighted by complexity, document volume, and page counts so a handful of heavy files does not look the same as a stack of simple ones. This is the view you use when re-balancing assignments.
• Dwell time by stage — how long requests sit in each stage of the lifecycle (for example Active, In Review, or On Hold), measured in business days. Long dwell times point to the stages where work is backing up.
• Service-level (SLA) measurement — actual stage durations compared against the per-stage business-day targets configured in your SLA settings, so you can see on-time versus at-risk work at a glance.

Using This Report

• Use the period selector at the top to set the reporting range; Edit the range inline and click Apply to refresh the figures.
• Read the per-coordinator breakdown to spot uneven loads before issuing new assignments.
• Use the stage dwell-time and SLA figures to find the bottleneck stages worth investigating.
• Export to Excel to share the numbers or analyze them further.