What is a Lag Indicator used for in support metrics?

A Lag Indicator is used in support metrics to measure past performance and assess events that have already occurred. This provides a retrospective look at how effectively a support team has responded to issues, tracked service levels, or resolved incidents. By analyzing these indicators, organizations can identify trends, such as recurring problems or common delays in response times, ultimately leading to improved service delivery.

In the context of support metrics, lag indicators primarily focus on outcomes rather than predictions or proactive measures. They are essential for understanding what has happened and making informed decisions based on historical performance data. This type of measurement is important for evaluating the success of previous initiatives and ensuring that any necessary adjustments are made.

The other options, while relevant to performance metrics, do not align with the core function of a Lag Indicator. They relate more to predictive analysis, resource management, and establishing standards instead of assessing past performance.