SLA Reports Due Date Conditions

[_Samay]

Dear Team,

Good Day to All, I’m looking for some help into SLA Reports on Task SLA Table.

Request you to please help me with below conditions.

Current Month Breached SLA (%) = (count of requests not resolved in 10 business days in current month / total count of requests created in this month) *100

Current Month Breached SLA (#) = count of requests not resolved in 10 business days in current month

Current Month Mean Closure time (in business days) = Mean of closure time of all resolved requests in current month reported in business days

Count of total breached SLA = count of requests not resolved in 10 business days till date

SLA due in <= 24h = Count of requests that are active and will breach SLA in 24h

SLA due in > 24h - 3days = Count of requests that are active and will breach SLA in > 24h - 3 days

SLA due in > 3-5 days = Count of requests that are active and will breach SLA in > 3-5 days

SLA due in > 5 days = Count of requests that are active and will breach SLA in > 5 days

[nayanmule]

Hi @_Samay  , you should create a dashboard for this requirement. 

You can make use of the Indicators , Widgets in Performance analytics in order to achieve this.

Regards,

Nayan

[_Samay]

Hi Nayan, Thanks for your response. 

I would like to know how we can put these conditions into reports. 

SLA due in <= 24h = Count of requests that are active and will breach SLA in 24h

SLA due in > 24h - 3days = Count of requests that are active and will breach SLA in > 24h - 3 days

SLA due in > 3-5 days = Count of requests that are active and will breach SLA in > 3-5 days

SLA due in > 5 days = Count of requests that are active and will breach SLA in > 5 days

Can you please help me to know how we can put and filter records based on dates. 

[nayanmule]

All right , if you want to solely do it on the reports you can still add the conditions on your Breach time (Planned End time - backend name) .

1) SLA due in ≤ 24h

Count of requests that are active and will breach SLA in the next 24 hours

Active = true
Stage = In Progress
Has breached = false
Planned end time on or before → Relative → 24 hours from now

2) SLA due in > 24h – 3 days

Count of requests that are active and will breach SLA between 24 hours and 3 days from now

Active = true
Stage = In Progress
Has breached = false
Planned end time between → Relative → 24 hours from now AND 3 days from now

3) SLA due in > 3 – 5 days

Count of requests that are active and will breach SLA between 3 and 5 days from now

Active = true
Stage = In Progress
Has breached = false
Planned end time between → Relative → 3 days from now AND 5 days from now

4) SLA due in > 5 days

Count of requests that are active and will breach SLA after 5 days from now

Active = true
Stage = In Progress
Has breached = false
Planned end time on or after → Relative → 5 days from now

[nayanmule]

@_Samay  , did my response help you ?  If yes kindly mark it as helpful and accept the solution so that it can help future readers.

Thankyou,

Nayan