PA | Advice on how to best display monthly SLA % performance?

DJL2
Kilo Guru

‎04-20-2019 08:47 AM

Afternoon all,

Continuing my journey with PA, I'm now beginning to look at how I can leverage the platform to help display some monthly SLA % for our suppliers, however I'm a bit stuck with how to best approach this and could do with a bit of advice.

In short, I'd love to get something like this:

find_real_file.png

So, nothing too fancy.  The % should represent where the SLA has been met, as a function of all instances where that SLA was triggered, for each month.  These would be Incident SLAs.  But I've no idea how to approach this.

Any help?

With thanks.

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Uncle Rob
Kilo Patron

‎04-22-2019 02:52 AM

Think the hardest thing will be the source, yeah?

What SLA records would you use in your calculation for any given month?
- just the ones that ended? 
- just the ones that started?
- both the ones that started and the ones that ended regardless of the period they started or ended in?

 

DJL2
Kilo Guru
In response to Uncle Rob

‎04-22-2019 08:37 AM

Hi Robert,

Sadly I have a sneaking suspicion that it'll be a bit of both: SLAs triggered in-month but not necessarily ended, and 'legacy' SLAs carried forward month(s) to the point at which they end.  It's a really good question, the answer to which I suspect will be hidden within the contracts.

I've configured a number of non-SLA, % based KPIs, where the calculation was fairly simple:

1) Indicator count of X

2) Indicator count of X but only when matching a Condition

Then, Formula Indicator of: (2)/(1)*100 to calculate the % KPI

In theory I could do that, but it's a lot of work (circa 80 Incident SLAs alone) and I'm sure there must be a more efficient approach?

Thanks

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