best ways to report real time on SLAs?

[patricklatella]

Hi all,

looking for ideas on how people have created clever ways to report on SLAs.   Ideally I'm looking to have a report on a dashboard that shows a breakdown of tasks that are closest to breaching their SLA. This way a manager can quickly review the report and know the volume of tasks that are within a defined window of breaching.   It would also be beneficial to include in the report the "Priority".

Has anyone created anything they'd like to share?   thanks!

[patricklatella]

Hello Padmanabam and Robert,

thanks so much for your feedback.   Originally I wasn't thinking PA because I wasn't sure it was the right use case considering the real time aspect...but you guys both are strongly saying that's the way to go.   Awesome, I'll try to get some of these going.   One question, technically is a "score report" not PA?

[Uncle Rob]

You can generate a score report exactly like the one I pictured above using just reports and homepages.   I'd consider that a "minimal" solution.

Stop and think why you're doing it though.   "I'm showing my team scores of breached/will breach SLAs so they can adjust operations to meet a goal of better SLA performance".   How are you going to show the fruits of that labor over time?   Its the second question that requires a tool like Performance Analytics.

This is part of my reporting philosophy of separating action from result.   The collective actions of using the "tactical" score dashboard will (we pray and hope!) drive performance on a stated goal:   "I want better performance on SLAs".   There should be visualization of the *performance* over time.   That requires you summarize and calculate data every time interval, and that's really the magic behind PA's indicators & breakdowns.  

[patricklatella]

Thanks so much for the explanation Robert!   Heading into PA world for the first time, so I'm still building an understanding of what it is and when best to use it...and how do build it!   I appreciate your feedback and will tinker in the PA application to see if I can get some of these gauges built.

[Uncle Rob]

I'm at your service if you ever need more PA guidance.

[patricklatella]

Excellent, thanks Robert!   I'm sure I'll be circling back around for help