SLA basic reporting percentage - Achieved & Breached
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01-27-2025 06:29 PM
Hello
im new to this tool and would like to know how to get basic SLA reporting for our assigned group.
what i need is separate or combined in one page.
1. Achieved SLA % monthly
2. Breached SLA % monthly
basically i need to know our monthly SLA target achievements of our incident tickets whether we are hitting our SLA targets like 98% , 95% or100%
appreciate your help! thanks!
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01-27-2025 10:43 PM
Hi @Tammisetti Renu ,
If you're looking for something like the screenshot that you have attached, you need to utilize performance analytics / platform analytics with automated and formula indicators. The reason for this is, as far as I can see you would like to have all SLAs for e.g. workplace in a month and calculate an average.
So one automated indicator to sum the SLA percentage, one automated indicator to count the SLAs within e.g. workplace, and then calculate the average in a formula indicator.
If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.
Best regards
Anders
Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/