Sources: 3 · Verified 2026-09-02
Unresolved Request Carryover: A Queue Study is an operations measurement brief, not a performance forecast. Carryover work should be grouped by age, reason, owner, and next action so open demand is not mistaken for new demand. The local team should define the population and observation window before comparing a baseline with any workflow change.
Key takeaways
| Factor | Details |
|---|---|
| Measurement claim | Carryover work should be grouped by age, reason, owner, and next action so open demand is not mistaken for new demand. |
| Required context | Report the eligible unresolved request carryover population, exclusions, time window, and workflow state definitions. |
| Operator action | Capture a consistent baseline, change one bounded workflow, and review both rates and exception records. |
Data needed for unresolved request carryover
| Category | Specific Tasks | Time Saved / Week |
|---|---|---|
| Population |
| Define denominator |
| Timing |
| Measure intervals |
| Outcome |
| Record disposition |
| Exceptions |
| Review cases |
- Category
- Population
- Specific Tasks
- Eligible requests
- Appointment type
- Location or queue
- Time Saved / Week
- Define denominator
- Category
- Timing
- Specific Tasks
- Entry timestamp
- First action
- Resolution timestamp
- Time Saved / Week
- Measure intervals
- Category
- Outcome
- Specific Tasks
- Booked
- Pending
- Declined
- Unreachable
- Time Saved / Week
- Record disposition
- Category
- Exceptions
- Specific Tasks
- unresolved request carryover reason
- Current owner
- Next action
- Time Saved / Week
- Review cases
How to interpret the measurement
| Cost Factor | In-House Measurement lens | SchedulingAppointment VA |
|---|---|---|
| Published context | Useful for framing | Not a guaranteed target |
| Local baseline | Uses local definitions | Supports a fair comparison |
| Workflow change | May change several variables | Needs a bounded pilot |
| Reported result | Needs denominator | Needs observation window |
Published context
- In-house
- Useful for framing
- Our VA
- Not a guaranteed target
Local baseline
- In-house
- Uses local definitions
- Our VA
- Supports a fair comparison
Workflow change
- In-house
- May change several variables
- Our VA
- Needs a bounded pilot
Reported result
- In-house
- Needs denominator
- Our VA
- Needs observation window
A practical validation plan
| Success Factor | How To Do It | Results You Get |
|---|---|---|
| Define states | Write the entry, pending, resolved, and excluded states for unresolved request carryover. | Comparable records. |
| Capture baseline | Observe one consistent period before changing the workflow. | A defensible starting point. |
| Pilot one control | Change one ownership, timing, or queue rule in a bounded group. | A more interpretable comparison. |
| Review exceptions | Read a sample of old, excluded, and unresolved records. | Operational context behind the rate. |
- Success Factor
- Define states
- How To Do It
- Write the entry, pending, resolved, and excluded states for unresolved request carryover.
- Results You Get
- Comparable records.
- Success Factor
- Capture baseline
- How To Do It
- Observe one consistent period before changing the workflow.
- Results You Get
- A defensible starting point.
- Success Factor
- Pilot one control
- How To Do It
- Change one ownership, timing, or queue rule in a bounded group.
- Results You Get
- A more interpretable comparison.
- Success Factor
- Review exceptions
- How To Do It
- Read a sample of old, excluded, and unresolved records.
- Results You Get
- Operational context behind the rate.
Research methodology
This descriptive framework maps observable timestamps and outcomes for unresolved request carryover. It proposes a local before-and-after measurement design, does not claim causality, and does not supply a universal benchmark. Limitations include differences in appointment mix, channel, staffing, data completeness, and local policy.
Evidence scope and local-measurement limitations reviewed September 2, 2026. Research series item 5.
Data sources and methodology
This brief reports published findings as stated by each source. It does not combine study populations into a new benchmark; local operators should treat the figures as context and measure their own workflow.
- Dantas et al., No-shows in appointment scheduling: Systematic review used as background on varied appointment populations and definitions.
- Parikh et al., outpatient appointment reminder systems: Randomized comparison used as background on workflow comparisons.
- Bureau of Labor Statistics, Receptionists: Occupational reference for front-desk task context.
Related content
Common questions answered
Is there a universal target for unresolved request carryover?
Can a before-and-after comparison prove causality?
What belongs beside a percentage?
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