How to configure and track key metrics like MTTA and MTTR

[sugand]

Hi,

How to configure and track key metrics like MTTA (Mean Time to Acknowledge), MTTR (Mean Time to Resolution), Ticket Lifetime and MTTR / Ticket Lifetime excluding pending time.

How can we measure ticket lifetime minus pending time?

Can anyone guide on what has to be done to achieve;
1) Mean time to acknowledge (MTTA) on incidents & case
2) Mean time to Resolution (MTTR) including and excluding on-hold time (on incidents & case)

Thanks,
Sugand

[AndersBGS]

Hi @sugand ,

I would suggest to create OLA/SLA for the tickets in scope. The reason for this is, that you can pause the time when tickets is pending. Afterwards you can utilize performance analytics to create the measurement on weekly / monthly basis.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders 

[sugand]

Hi, 

Have created the resolution sla and attached below the screenshot.

Kindly let me know, how to calculate the MTTR including on-hold duration and excluding on-hold duration. 

Note: Pause duration captures total on-hold time. 

Thanks,

Sugand

[AndersBGS]

Hi @sugand ,

First of all, what you have attached is a single completed SLA record? I would guess that you calculate the MTTR based on a timeframe and multiple records - correct? 

Second, in the SLA definition, have you remembered to set the pause condition to when ticket is on-hold together with the resume condition?

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders 

[sugand]

Hi @AndersBGS ,

Yes, the report should be on multiple records. 

Pause condition is below:

I need to generate a 2 reports using PA 'Mean time to resolve - Number of cases including on-hold duration' and 'Mean time to resolve - Number of cases excluding on-hold duration'.

I suppose this can be achieved by the below calculation.

1) MTTR(Excluding On hold time) = Sum of "Actual Duration" of the resolution SLA / Total number of cases

2) MTTR(Including On hold time) = Sum of "Actual duration + Pause duration" of the resolution SLA / Total number of cases

I wanted to know how to create the report using PA widget?

Thanks,

Sugand