SLA Report by Business Elapsed Percentage

[kyleenos]

Good morning,

I am new to the community forums and wanted to get some insight on a report I am stuck on.

I am creating a report by Bar chart on the Task SLA table to specifically look at the "business elapsed percentage" so we can get a better understanding of all tickets within SLA and leading to a potential breach.

I want it grouped by whom the ticket is "assigned to" so I was able to do that and I'm trying to get the Stacked to show me the "business elapsed percentage" so we can see by Assigned To, where the SLA is at in the life cycle of the cases. However the is no option in the Stacked drop down menu to show me "business elapsed percentage".

I posted a screenshot below of what it looks like, am I missing something? Any suggestions or advice are extremely helpful!

[Michael Fry1]

Try using Task > Escalation instead. That should show you records with the different escalation level.

[kyleenos]

Thank you! I was able to update my report with using the Escalation related field under "Task". Currently it's only showing a "normal" escalation status.

I would need to show if the case was still within SLA or if SLA has been breached. The business elapsed percentage would be useful if it showed up because it shows the % of the SLA life cycle for a particular case.

Are there any other alternatives perhaps?

[Hang]

I am also interested in this question! Please share if you found any solution!

[anitha0887]

Hi @kyleenos ,

iam also have same requirement where i need  business elapsed percentage "option under stack by. if you got solution, please share here. that would helpful to me.