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08-09-2018 01:11 PM
Hello,
I'm looking for some reports on SLAs. Specifically I'm looking for metrics on the resolution SLAs to determine average time to ticket resolution for specific customers. How do I create a report for this kind of analysis? We do have the Performance Analytics plug in already.
Thanks!
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08-09-2018 01:54 PM
This should be pretty much set up for you out-of-box. You can check out the 'KPI - Incident Resolution within SLA by Category' report that's provided out-of-box. You'll just want to change the 'Aggregation' options to be Average -> Business Elapsed time.
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08-09-2018 01:54 PM
This should be pretty much set up for you out-of-box. You can check out the 'KPI - Incident Resolution within SLA by Category' report that's provided out-of-box. You'll just want to change the 'Aggregation' options to be Average -> Business Elapsed time.
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08-09-2018 01:57 PM
Fantastic, thank you so much!
