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jbrines's avatar
jbrines
Icon for Advocate III rankAdvocate III
8 months ago
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Charting SLA Monthly Percentages

Hi There,

 

I have report that shows if the Helpdesk Ticket has met SLA or not, it also sets tickets that don't have an SLA to N/A, quite a bit of the report was done by BeaBF .

 

I want to have a chart that shows the monthly SLA percentage and auto updates when I put in new daat each week. Each Ticket also has an owner of the ticket, so I want to be able to select that owner and it will chart their percentage. Below is the table.

 

 

I had similar in an Excel spreadsheet but I had to input the Montjly Data to get the chart to update.

 

 

J.

 

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  • BeaBF's avatar
    BeaBF
    8 months ago

    jbrines ok but average of which data? % of YES?
    BBF


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8 Replies

  • BeaBF's avatar
    BeaBF
    Icon for Super User rankSuper User
    8 months ago

    jbrines Hi! attacked the first version of the pbix with the table, is that correct?

    Then try to explain me the measures in the chart. Traget KPI = 97, which data is?

     

    BBF


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    • jbrines's avatar
      jbrines
      Icon for Advocate III rankAdvocate III
      8 months ago

      BeaBF Thanks, Taget KPI is just a static Number that I manually entered on thr Spreadsheet.

       

      Running Average was the the current monthg plus the previous months, so Running average for January would be Nov + Dec + Jan divided by three.

      • BeaBF's avatar
        BeaBF
        Icon for Super User rankSuper User
        8 months ago

        jbrines ok but average of which data? % of YES?
        BBF


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  • FBergamaschi's avatar
    FBergamaschi
    Icon for Super User rankSuper User
    8 months ago

    Hi jbrines 

    you need a calendar table to connect to your ticket table (I refer to it as TicketTable from now on). So you can take the year and the month from that table and group it in rows in a matrix

     

    The measure you need is somthing like this (put in the values section of the matrix)

     

    SLA % = 
    VAR Tickets = COUNTROWS ( TicketTable )
    VAR SLATickets = CALCULATE ( COUNTROWS ( TicketTable ), TicketTable[SLA Met] = "Yes" )
    RETURN
    DIVIDE ( 
               SLATickets, Tickets
    )

     

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  • Anonymous's avatar
    Anonymous
    Not applicable
    8 months ago

    Hi jbrines  ,
    Thanks for reaching out to the Microsoft Fabric Community forum.

     

    To build the monthly SLA percentage chart. Add a calculated column to the Results table to determine the SLA Status for each ticket by comparing its Actual Time to the SLA target from the SLATime table, assigning values of Met, Not Met, or N/A when no SLA exists. After that, create DAX measures to count tickets that have an SLA, count tickets that met the SLA, and calculate the SLA percentage by dividing those two values, automatically excluding N/A tickets. Finally, use the Date field on the X-axis and the SLA % measure on the Y-axis in a chart, add Owner as a slicer or legend, and the visual will automatically update each time new weekly ticket data is added.

     

    Updating the .Pbix as well for reference.


    I hope this information helps. Please do let us know if you have any further queries.
    Thank you


  • Anonymous's avatar
    Anonymous
    Not applicable
    8 months ago

    Hi jbrines 

    I wanted to check if you had the opportunity to review the information provided. Please feel free to contact us if you have any further questions.


    Thank you.