Ticket-SLA Analytics

• SLA applied Tickets

  Number of tickets where SLA is applied.

• SLA compliance rate

  Percentage of tickets where SLA was met out of all tickets where SLA is applied.

• Active tickets with SLA breaches

  Number of Active Tickets that breached an SLA.

• Tickets with SLA warning

  Number of Active Tickets that about to breach an SLA.

• Resolution compliance rate

  Percentage of tickets where Resolution SLA was met out of all tickets where Resolution SLA is applied.

• First Response compliance rate

  Percentage of tickets where First Response SLA was met out of all tickets where First Response SLA is applied.

• Next Response compliance rate

  Percentage of tickets where Next Response SLA was met out of all tickets where Next Response SLA is applied.

• SLA compliance rate

  Percentage of tickets where SLA was met, missed, or still in progress out of all tickets where SLA is applied.

• SLA breaches by Customer tier

  Number of Tickets where SLA was breached distributed over customer type and severity.

• SLA Breached Tickets per Customer

  Number of Tickets with SLA breaches for each customer.

• SLA breaches by Channel

  Number of tickets where SLA was breached for each source channel.

• SLA breaches by Subtype

  Number of tickets where SLA was breached for each ticket subtype.

• SLA breaches by Owner

  Number of Tickets with SLA breaches for ticket owners.

• Avg CSAT by SLA status

  Average CSAT rating of tickets w.r.t. their SLA status and severity.

• Unassigned Tickets with SLA breaches per Customer

  Number of Unassigned Tickets with SLA breaches for each customer.