What to measure in a request queue

A request queue only makes sense when the unit of work is defined. If requests vary in size, record a size or complexity tag.

Align the unit with the outcome the requester cares about so measurements reflect value, not activity.

Track how many items enter and complete per period. Divergence shows backlog growth or recovery.

Use the same unit of work for both counts so the comparison is meaningful.

Measure time in queue for each item and track percentiles. Long tails reveal stuck work earlier than averages.

Review aging by priority so lower priority work remains visible.

Separate active time from waiting time. A high wait ratio points to approvals, handoffs, or capacity issues.

Track time in each step to see where the queue slows and where rework happens.

Count reopens and exception paths. Tag reasons so patterns appear in weekly reviews.

Rework often signals unclear intake requirements or missing data.

Measure cycle time by priority group. This shows whether urgent work is moving as intended.

Watch for starvation of lower priority work when emergencies surge.

Track work in progress per owner and per role. Combine this with throughput to understand load.

Use queue age and capacity to plan staffing changes before the backlog grows.

A compact dashboard keeps the queue honest and avoids metric overload.

Review queue metrics weekly with operators and monthly with leadership.

Use the review to decide what changes to make in policy, staffing, or tooling.