SLA Resolution % - by assignment group per week for the last 4 months - sort by Achieved or Breach

[Alex78]

Hi Team,

SLA Resolution % - by assignment group per week for the last 4 months - sort by Achieved or Breached

[AndersBGS]

Hi @Alex78 ,

To have a SLA resolution percentage per week by different assignment groups, I would recommend to utilize performance analytics, as you need to do calculation to get the percentage. 

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

Best regarqfds

Anders

[Alex78]

could you please explain in details

[AndersBGS]

Hi @Alex78 ,

To create the report that you refer to, you should create a weekly indicator source and automated indicators to capture all SLA, SLA breached. On the automated indicator, you add a breakdown to be able to breakdown the report by assignment group. On top of the automated indicator, you have a formula indicator that calculate the resolution percentage according to the numbers captured in your automated indicator.

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

Best regards

Anders