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Anonymous's avatar
Anonymous
Not applicable
4 years ago

Calculate SLA(Service Level Agreement) Due and Performance

Can someone please help. I checked the other posts but could not figure out my approach. I am trying to get the below 3 visuals ( and hence would be able to calculate the others): 1) Scorecard: Tic...
Need Help
Anonymous's avatar
Anonymous
Not applicable
4 years ago

I had split my Date/time columns to Date & Time so that I could link the date to the Date Table. Or is it better to just duplicate the Date/Time column and use them for calculations?

Anonymous's avatar
Anonymous
Not applicable
4 years ago

Hi Anonymous ,

 

Creating relationships between Date/time columns and Date columns can work.

What is the logic of Response SLA Met %? How is it calculated?

 

 

Best Regards,

Stephen Tao

 

If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.

  • Anonymous's avatar
    Anonymous
    Not applicable
    4 years ago

    Hi Anonymous 

    Response SLA Met % = (Tickets that are responded within target time/ Total number of ticket)*100

     

    Our customers raise tickets and we need to respond to them within a given time. The time(target) could be 30 mins, 2/4/8 hours. It is met when status changes from NEW to WorkInProgess and within the target.

    For example, if a ticket was raised on 19-May-22 14:00 and has a response of 2 hours, its Due Date would be 19-May-22 16:00. If the status changes from New to WorkInProgress within this time the Response is Met. If not it is Not Met.

     

    Hope that helps.