Overview About SLA Dashboard
The SLA dashboard is useful in tracking and analyzing number of ticket responses (For example, First Response and Next Response) and resolution are provided within the defined SLA. This dashboard represents the visualized data based on the SLA achieved vs breached tickets over time period and SLA breached by time based on all the SLA metrics or by the selected metrics (For example, First Response, Next Response and Resolution).
Please watch this video tutorial for further information.
To access the SLA dashboard:
- Go to Reports > SLA Dashboard.
- Click on the Tickets tab to view the underlying data.
SLA Statistics Widget
The overview statistics widget provides the following metrics:
| Metrics | Description |
|---|---|
| SLA Applied Ticket (Unique) | Displays the number of unique tickets in which SLAs were applied during the specified time period. |
| SLA Achieved | Shows the total number of tickets where SLA was met by achieving all required metrics (First Response, Next Response, and Resolution) within the selected time period regardless of when the ticket was created. |
| SLA Breached | Displays the total number of tickets in which SLA is breached by considering any of the metrics (First Response, Next Response, and Resolution) during the specified time period, regardless of when the ticket was created or the actual SLA due time. If a ticket breaches multiple metrics, it is counted as a single case. |
| SLA Breaches (Unique | Displays the number of unique tickets in which SLAs were breached. |
| Response Breaches | Displays the total number of times the SLA was breached by considering any of the response metrics (First Response and Next Response) during the specified time period, regardless of when the ticket was created or the actual SLA due time. If a ticket breaches both metrics, it is counted as a single case. |
| Resolution Breaches | Displays the total number of counts in which SLA is breached by considering the resolution metric at the specified time period, regardless of the actual SLA due time. |
| Breaches Count | Displays the total number of times the SLA was breached for both response and resolution targets. |
The statistics widget results computes details based on the SLA metrics.
SLA Metric Filters
The SLA metric filters are applied to the SLA Achieved vs Breached tickets widget. SLA breached based on time widget and the values are as follows:
| Metric Filter | Description |
|---|---|
| All | Displays SLA achieved and breached count for all SLA targets: First Response, Next Response, and Resolution. |
| First Response | Displays SLA achieved and breached tickets based on the first response target. |
| Next Response | Displays SLA achieved and breached tickets based on the next response target. |
| Resolution | Displays SLA achieved and breached tickets based on the resolution target. |
SLA Achieved vs Breached Tickets
This widget displays the comparison between the total SLA achieved ticket count and total SLA breached ticket count of the selected group by fields during the specified time period.
Group by fields: Brand, Category, Priority, Type, and SLA.
Supported charts: Column Chart, Stacked Column Chart, Bar Chart, Stacked Bar Chart, Line Chart, and Grid View.
SLA Breached Based on Time
This widget displays the SLA breaches count by breached hour based on the selected metrics during the specified time period.
Group by fields: Tickets Count, and Breaches Count.
Supported charts: Column Chart, Bar Chart, Line Chart, and Grid View.
Selecting Time Period
You can check the ticket responses and resolution provided within the defined SLA or not based on the time period by choosing any of the values. The data range is applicable globally for all the widgets.
Relative Dates
The following are the predefined relative date ranges:
- Today
- Yesterday
- This week
- Last week
- This month
- Last month
- Last 60 days
- Last 90 days
- This year
- Custom Range
Applying Filters
Filters are useful in visualizing the data in all the widgets based on your need and checking the achieved or breached ticket responses and resolution. For example, when you want to check the details based on a category or brand alone during the specified time period.
Using Brand Filter
Use the Brand dropdown field near date range at the top-right corner to filter the results based on the selected brands. By default, the data is displayed for all brands.
Using advanced filter
- Click the Funnelicon at the top-right corner to open a filter panel.
- Select the required field and click the Apply button to refresh all the widgets, resulting in the chosen conditions. You can also save the filters as views using the Save As option.
The relation between the selected fields will be considered as “And” condition when the multiple fields are selected.
