Performance analytics dashboards and indicator configuration.

[prash4]

I have a requirement to create reports on performance analytics for 

1) percentage of incidents that meet response SLA  and 

2) percentage of incidents that don't meet response SLA. 

I have created indicator source, automated indicator and formula indicator for both reports. when i run the data collector job , data that i am getting inaccurate, data.

Ex : if meet response SLA for this month is 35% then 

don't meet response SLA for this month has to be around 65% Both should be equal to 100% but here i am only getting 50% for both. can anyone help me solve this issue. 

#performance analytics 

[prash4]

solved

[AndersBGS]

Hi @prash4 ,

I can see from the indicator source that you're quering the task sla table, but the other indicator source quering incident_sla as suggested. I do think that it would be best practice to query the same table when making calculations. Furthermore in the first indicator source, should it both be created on this month and closed/resolved on this month? And at last, you have 137673 records on your first indicator source - is that correct? seems like alot? 

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

Best regards

Anders

[prash4]

Hi @AndersBGS 

 i will change the other filter condition too. 

but here the ask to show the data for each month

percentage of incidents that meet response SLA (created this month )

& percentage of incidents that do not meet response SLA ( created this month )

same way for resolution too. 

[AndersBGS]

Hi @prash4 ,

This is how I would create the indicator source for both indicators (You can off course add additional filters if needed):

(Remember to put in the correct SLA in SLA definition is). by this you will only capture the correct SLA.

Afterwards you create two indicators where one of them have an additional condition.:

Above filter will ensure that indicator only captures the SLA where the SLA hasn't been breached, where the other will capture all - no matter breach or not.

Based on the two indicators, you can now do your calculation in a formula indicator.

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

Best regards

Anders

[prash4]

Hi @AndersBGS 

Thank you for the explanation, i will try and implement it and come back to you with the result.