I need to create formula indicators for P3 and P4 Resolution.
I have already created the corresponding SLA definitions, where the breach thresholds are configured as follows:
- P3 Resolution SLA: 7 hours
- P4 Resolution SLA: 15 hours
For the KPI calculation, we need to maintain a 1-hour difference between the KPI target and the SLA breach threshold. Therefore, the KPI thresholds should be:
- P3 Resolution KPI: 8 hours
- P4 Resolution KPI: 16 hours
Please find the attached screenshot for reference.
Thank You in advance for your reply.
