Response SLA , Resolution SLA and FCR Reports creation using Indicators in Performance Analytics

[mganeshraju]

Hi ,

i have got a requirement below to create reports in percentage using indicator in performance Analytics, they have provided below calculation . can you please tell me whether below requirement is possible to do or not. We need to achieve using SLA Table.

      1. Response SLA – The response SLA is the percentage of incidents responded within the agreed SLA timeframe to the overall incidents handled by the group.

Hence, to calculate this for Database -L1

Formula for calculation:

Response SLA %= (Total number of incidents responded within the SLA timeframe)*100 / (Total number of incidents handled by Database -L1)

Please note : the denominator Incidents handled should include all the incidents where Database -L1 was the first assignment group, not necessarily be the resolver group.

    2. Resolution SLA – The response SLA is the percentage of incidents resolved within the agreed SLA timeframe to the overall incidents resolved by the group.

Formula for calculation:

Resolution SLA %= (Total number of incidents resolved within the SLA timeframe)*100 / (Total number of incidents resolved by Database -L1)

     3.  First Call Resolution (FCR) – FCR measures how many incident were resolved on the first contact.

Formula for calculation:

FCR% = (Total number of incidents resolved on the first contact by Support L1)*100 / ( Total number of incidents handled by Database -L1 as the first assignment group)

Please note: the denominator Incidents handled should include all the incidents where Database -L1 was the first assignment group, not necessarily be the resolver group.

[Kieran Anson]

Can you share your SLA definition, including the stop stop, pause and reset conditions. 

You just need to change the reset condition to create a new ACL on assignment group change 

[mganeshraju]

Hi Kieron,

Our SLA  Definitions are configured as below.

Step: 1

I have an incident with Category as password reset and subcategory as Reset Team,  because of assignment rules , the Assignment Group routing will be Support -L1  automatically and it was assigned to a user manually.

Screenshot 1:

Here is the SLA attached and Response SLA Achieved as it was assigned to a user. The resolution SLA is in progress. Here the assignment group  for SLA Definition is Support  - L1.

Screenshot 2:

Step 2: 

The Support - L1 group  reassigned to another correct group Support -L2.

Assignment Group changed from Support -L1 to Support -L2.

Screenshot 3:

Below are the SLA Definitions added and Assignment Group changes .

Screenshot 4:

For the above three SLA Definitions , the Assignment Group also changed from Support -L1 to Support -L2. we cannot see any data related to Support -L1 Group (refer screenshot 2 and screenshot 4)

Because of this change in assignment group in  SLA Definition , we are not able to calculate the work done and achieved by Support -L1 team. As  Priority 3 (4 hours) Response SLA is achieved by  Support -L1 , Before the assignment group got changed in incident.

All these 3 SLA Definitions achievement  is going for  Support -L2.

Is there any way , can you suggest us , where we need to calculate  the total  Response or Resolution SLA 's achieved by Support -L1 Group by considering the above scenario.

Step3: 

Here are the start , stop and pause condition for this Response SLA's

Start condition screenshot 5:

Pause condition:

No

Reset Condition:

No

Stop Condition:

Step4: 

Here are the start , stop , Reset and pause condition for this Resolution SLA's

Start Condition screenshot 6:

Pause Condition:

Stop Condition

Reset Condition:

[Kieran Anson · Accepted solution]

For your SLA by assignment group requirement, ensure you have the SLA breadowns plugin installed and add the breakdown to the SLA definitions you wish to have a breakdown of time-taken

Information will then be available in sla_breakdown_by_assignment and attribute the duration of an SLA to each assignment group.

For your response SLA, you're going to want to keep attaching SLAs on each re-assignment 

https://www.servicenow.com/docs/csh?topicname=c_SLAProcessing.html&version=latest <- Understand how SLA conditions are evaluated

1. Specifically, we want the restart and start condition to be true to attach a new SLA

I created the following SLA

As for the results: A new Incident Group Response SLA is attached for each assignment group change. 

And because assignment group breakdown is enabled, within the Task SLA record there is a related list for the group

Or another view of the data