Response in time, Resolution in Time KPIs

[rajat_chhabra]

We are trying to build number of KPIs using Platform Analytics e.g.
How many Incidents are being responded in time by a support group (filter based on assignment group)?
How many Incidents are being resolved in time by a support group (filter based on assignment group)?
I added existing formula indicator - "% incident assignments responded in time" but this doesn't appear to be giving accurate data, e.g. it is showing 92% in Jan 2026 but we check it in task_sla and incident_sla tables there is no entry for Jan for that assignment group.

Calculation

( [[Number of incident assignments responded to in time]] / [[Number of incident assignments that should have been responded to in time]] ) * 100

Similarly see discrepancy in "% incidents resolved in time" formula indicator as well. 

 Calculation

( [[Number of incidents resolved in time]] / [[Number of incidents resolved that should have been resolved in time]] ) * 100

What is the best approach to get the accurate KPIs on the above and other default indicators? Or we need to create the new ones for these?

[Mark Manders]

Are your indicators filtered on the assignment groups as well? Your formula is just taking two indicators and dividing them. If you don't have the assignment group as breakdown in both, it will be hard to filter/report on them.

[rajat_chhabra]

No indicators are not filtered on the assignment group. We have assignment group added in the list of breakdown for all three indicators.