Reports & Dashboards on SLA's

[_Samay]

Dear Team,

I need your help to build reports on SLA’s Compliance since we don’t have performance Analytics.

• % of tickets meeting response and resolution SLAs.
• % of tickets breaching SLA Ticket Status Breakdown Count of tickets by status (Open, In Progress, Closed)
• SLA Aging Tickets List of tickets approaching SLA breach (e.g., 3–4 days old, 8–9 days old)
• List of tickets already breached Average Response & Resolution Time Mean and median time to move to “In Progress” Mean and median time to closure Trend Over Time SLA compliance trends by week or month Filters Date range Assignment group Ticket category
• Please ensure SLA calculations are based on business days, excluding weekends and holidays.
• If possible, include drill-down capability to view ticket details from dashboard widgets.

Request you to please help me to prepare and build these reports.

Thanks,

[AndersBGS]

Hi @_Samay ,

so according to your general requirement, where do you get stuck? In general as you already stated, this would be straight forwarded with performance analytics.