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 |
Updated 2 months ago