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?
