SLA percentage report

[e_wilber]

How do you calculate percentages in an SLA report?

I'm trying to calculate the number of incidents within the last 30 days that achieved SLA and group it based on the Assigned To technician.

Maybe it'd be a bar graph where each Assigned To would have their own bar with a percentage next to it? Has anyone done something similar?

[Allen Andreas]

Percentages tend to be common topic of conversation in regard to SN reporting. I've mainly seen a pie chart used to accomplish this. But the question is, percentage of what? If you want to see the number of incidents within the last 30 days that achieved SLA, meaning it met the goal of SLA without breach?, then that would always be 100%.

Like are you trying to get the percentage based off of total assigned for the 30 days?

And is this for basic reporting or for PA?

[e_wilber]

The goal would be to show the percentage of the Has Breached = No vs Has Breached = Yes for the same time frame but only show one number if possible.

If 100 incidents were created in the last 30 days where the SLA is completed and 80 of them did not breach but the other 20 did, we'd want the report to show 80 or 80%. This is also for OOB reporting - we are not using PA.

[Allen Andreas]

So this is what I came up with, you can tweak as you see fit. But I made a report on the Incident table, type bar and grouped by assigned_to, stacked by "Made SLA", showed it as a count aggregation with all groups showing (not limited to like 12 people, etc.) and enabled the "Display Grid".

This shows you in a true/false format, filtered by created on last 30 days (I chose last 2 years because in my Dev instance the last 30 days didn't have any that met the SLA so for the purposes of this example the data wasn't looking right).

So your settings would look like this:

The graph would look like this:

Which per the mouse over would show you the percentage (as well as in the next screenshot grid view)

And the detailed grid would show you the percentage of the incidents that made SLA by the user would look like this:

Please mark reply as Helpful/Correct, if applicable. Thanks!

[VICTOR22]

Hi Team, am new in service now community but need guidance. I have developed the two attached reports but need guidance on how i can combine them to be one with all the information included in one table .If possible to have the report in the below format.4

2. How can i send the report displayed in an email body

DAY

Assignment GROUP

has breached=false

has Breached =True

TOTAL CALLS

SLA %age ACHIEVED