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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

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.