Overview About SLA Dashboard
The SLA dashboard is useful in tracking and analyzing how many 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.
SLA report can be opened on the Reports module.
SLA statistics widget
The overview statistics widget provides the following metrics:
| Metrics | Description |
|---|---|
| Unique Tickets (Tickets Breached) | Displays the number of unique tickets in which SLA is either achieved or breached at the specified time period. |
| SLA Achieved | Displays the total number of tickets in which SLA is achieved by considering any of the metrics (For example, First Response, Next Response, and Resolution.) at the specified time period, regardless of the ticket creation time. The ticket is counted as one, if more than one metric is achieved. |
| SLA Breached | SLA Breached Displays the total number of tickets in which SLA is breached by considering any of the metrics (For example, First Response, Next Response, and Resolution.) at the specified time period, regardless of the ticket creation time or the actual SLA due time. The ticket is counted as one If more than one metric is breached. |
| Unique Tickets (SLA Breached) | Displays the number of unique tickets in which SLA is breached. |
| Response Breaches | Displays the total number of counts in which SLA is breached by considering any of the metrics (For example, First Response, Next Response, and Resolution.) at the specified time period, regardless of the ticket creation time or the actual SLA due time. The ticket is counted individually if more than one metric is achieved. |
| Resolution Breaches | Displays the total number of counts in which SLA is breached by considering any of the metrics (For example, First Response, Next Response, and Resolution.) at the specified time period, regardless of the ticket creation time or the actual SLA due time. The ticket is counted individually if more than one metric is breached. |
| Breaches Count | Displays the sum of Response and Resolution Breaches count. |
Note: 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:
- All
- First Response
- Next Response
- Resolution
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, 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, 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 corresponding brand based on the host value from URL will be selected.
Using advanced filter
- Click the Filters options 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.
Note: The relation between the selected fields will be considered as “And” condition when the multiple fields are selected.
