Cases SLA

Metric Name	Description	Calculation	Metric Type
Achieved	The percentage of cases that were achieved within the SLA.	Sum(Achieved SLA cases)/[Sum(Achieved SLA cases)+Sum( Active (breached) SLA cases)+Sum( Paused (breached) SLA cases) + Sum( Closed (breached) SLA cases)]	%
Time to Fulfill (hr)	The average time in hours that the SLAs are fulfilled	AVG (case total_duration)	Number
Breached	The number of cases that have breached at least one SLA policy target.	Breached cases/ total cases	%
Achieved by priority	The number of cases that met all applied SLA policy targets by priority	COUNT (Breached cases) by priority	Bar chart with: x-axis: Total Achieved y-axis: priority field
Achieved by week	The number of cases that met all applied SLA policy targets by week	COUNT (Breached cases) by week	Bar chart with: x-axis: Total Achieved y-axis: week
Breached by the day of week	The number of cases that have breached at least one SLA policy target by the day of week	COUNT (Breached cases) by the day of week	Line chart with: x-axis: Monday to Sunday y-axis: Percentage Cases Breached