---
sourceDocument: Australia Proactive Service Experience Workflows
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/proactive-service-exp-workflows

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Proactive Service Experience Workflows

ft:clusterId :

    - psew

bundleId :

    - psew

workflow :

    - Customer and Industry


---

# Technology Account 360 Open work tab

# Technology Account 360 Open work tab {#ariaid-title1}

Release version: Australia  
Updated August 13, 2024  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The Open work tab in the Technology Account 360 view displays work insights and open work items for the customer account.
{#technology-account-360-open-work-tab__table_dh2_3lk_fkc__entry__2}

| Indicator | Description |
|-|-|
| Work insights |   |
| SLA success rate | Percentage of support SLAs met for this account in the current period. Higher values indicate cases are resolved within agreed timeframes. This metric shows the quality and reliability of support, helps predict customer satisfaction, impacts renewals, and serves as a risk indicator when performance declines. |
| Escalated cases | Number of support cases formally escalated for this account. Escalated cases require elevated attention beyond normal support channels. This metric indicates issue complexity, shows support team capability, serves as a risk signal when escalations increase, and can impact SLA performance. |
| Breached in progress work items | Number of open work items for this account that are in progress and have breached their SLA. The agreed service timeframe has been exceeded while work continues. This metric highlights broken commitments, shows direct impact on customer satisfaction, serves as a risk signal, and can help predict customer churn. |
[Table 1. Open work tab]

{#technology-account-360-open-work-tab__table_dh2_3lk_fkc} {#technology-account-360-open-work-tab__entry__12}

| Tab | Description |
|-|-|
| Cases | Open cases associated with the account. |
| Incidents | Open incidents associated with the account. |
| Requests | Open requests associated with the account. |
| Problems | Open problems associated with the account. |
| Changes | Open changes associated with the account. |
| Engagements | Open engagements associated with the account. |
| Internal plays | Open internal plays associated with the account. |
| Customer plays | Open customer plays associated with the account. |
| Success initiatives | Open success initiatives associated with the account. |
[Table 2. Open work items]

**Related concepts**   

* [Technology Account 360](https://www.servicenow.com/docs/5yc5HDJwAqXVxBA0lyYWDg "Use the Technology Account 360 to get a unified view of customer or partner account details combining account health, financial, product usage, and open tasks.")