Creating Reports for Support Team metrics use

[Happy S]

Hi,

As per subject, I have a requirement to create Reports and Dashboard based on the below..

- 75% of Level 3 and Level 4  Support Teams Incidents and Requested Items achieving SLA within 2 working days

- Resolution rate bf Level 3 and Level 4  Support Team >70%

Appreciate the help on the best ways to present the above data as a Report..

Thank you !

[AndersBGS]

Hi @Happy S ,

Above use case can be achieved through SLA definition creation for incident and request items, and afterwards through performance analytics create the percentage score by month etc. 

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

Best regards

Anders