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

mganeshraju · ‎03-17-2025

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 · ‎04-04-2025

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

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

View solution in original post

Kieran Anson · ‎03-18-2025

Yes this is possible. I would alter your Response and FCR to be generic and then use the breakdown option to filter based on assignment group. This way it works across the entire platform and not just Database L1.

OOB you can review the following indicators to help

% of incidents resolved by first assigned group
% of incidents resolved within SLA

The existing 'Benchmark: % of incidents resolved within SLA' would cover your Resolution SLA requirement. You'd need to add the breakdown and re-fetch the data

mganeshraju · ‎03-20-2025

Hi Kieran,

Currently we are using SLA Definition based on Priority based.

When initially it was assigned to some group, Response and Resolution SLA will be attached , when assigned to some user , response SLA will be achieved.

When routed to some other group. New Response SLA will be attached and old Resolution SLA Continues , the assignment group field in Task SLA is getting changed to new routed assignment group for the new Response , old Resolution SLA and already previous achieved response SLA.

Because of this , we are not able to calculate the achievement done by First assignment group member. On change of Assignment Group in incident, Task SLA Assignment group field also getting changed. Reassignment count also changes.

Kieran Anson · ‎03-21-2025

Is the assignment group field a custom field you've added to task_sla. I'm not aware of that being a field OOB

mganeshraju · ‎03-24-2025

Hi Kieran,

Assignment group is not a custom field , it is dot-walked to task table.