SLA reporting dashboard overview (Professional and Enterprise)

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45 Comments

  • Nicole - Community Manager
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    Hey Diego - 

    I'm sorry no one has weighed in yet. I'm going to try to get some folks to jump in and help you out. 

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  • Collette Pleva
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    Can anyone tell me how to run this report by agent - so I can use this metric for their monthly scorecard?

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  • Jessie Schutz
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    Hey Collette!

    I'm going to check with some of our Insights gurus here to see if anyone can help with your question! Stand by. :)

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  • Natalie Miles
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    Hi!  I'd like to report on just those tickets that are actively breached, and approximately how long they've been breached for, but I noticed that for whatever reason the SLA Breach time [Mdn] metric doesn't seem to be calculating anything for those tickets that fall under the Breached (Active) attribute value (however SLA Breach time [Mdn] is calculating for Breached (Fulfilled))

    Any thoughts on why this may be the case?

     

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  • Ricardo
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    Hello, Natalie,

    Thanks for contacting us.

    I am opening a ticket and getting back to you internally by e-mail since troubleshooting this may include going through your own reports. :)

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  • Tiffany Shu
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    I wonder if someone still reads this thread.... but we changed our Global Policy SLA target to Business hours, as opposed to Calendar hours. My question is whether this is taken into consideration for the "Median first reply time" in the Overview portion of Zendesk Insights. After clicking on the metric, I could see that longer first reply times due to the weekend are included, but I just wanted to double-check. Also, any suggestions as to how we can monitor SLAs and still take into consideration only business hours? Thanks!

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  • Graeme Carmichael
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    Tiffay

    The median first reply time in the Insights Overview dashboard does not take into account business hours and does not change with your SLA settings. If you need this in business hours, you will need to create your own report using [Biz Hrs] First Reply Time (hrs) [Mdn].

    While the Insights dashboards are view only, you can go into GoodData and create a new version with Save As.. that you can customise.

    The SLAs dashboard in Insights will monitor your performance in business hours and calendar hours depending on each SLA. So if all your SLAs are now based on business hours, you are sorted.

     

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  • Tiffany Shu
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    Hi Graeme! Thanks for the reply! Yes, our SLA Global Policy is based on business hours, which means I can just refer to the SLAs dashboard in Insights, according to your answer. Sounds great! Thanks again!

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  • Graeme Carmichael
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    Tiffany

    Yes that is correct. Just remember that the dashboard will reflect calendar hours for tickets processed before you changed your SLA policy. But over time that will not be a problem.

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  • Patrick Kennedy
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    Hi,

    I have the same question as Collette above. I am creating a custom dashboard and want to include an SLA view by agent (% achieved). When I add an agent filter, nothing happens. Any suggestions?

    Thanks,

    Patrick

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  • Dan Cooper
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    Hi Patrick, 

     

    I would try adding Ticket Assignee to your HOW column.  This should allow you to split the report out to show a per agent slice of the data.  Note that if you have multiple updaters this could not be where you want to land, but since the SLA is tied to the ticket - it's a tough metric to really point to a specific agent without referencing other metrics in a multiple agent to ticket environment. 

    If you are able to post the WHAT, HOW, and FILTER options you are using.  It may help someone provide some better context into your specific problem.  In addition, if you have the goal you are trying to accomplish - in case it's different than that of the post.  It can help with providing a more relevant suggestion as well since everyone has very personal needs when it comes to reporting. 

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  • Patrick Kennedy
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    Thanks Daniel. That did the trick! By adding the Ticket Assignee to the How column, it now filters by agent. My objective is to report the percent of the SLA First Reply Time each agent achieves on the tickets that are initially assigned to them. I want this on a dashboard where I can filter on a particular agent or show it for all agents. Like the Insights View Only dashboard/SLA tab, I have the headline SLAs achieved report with a filter Ticket Assignee. I created a new report with Daniel's suggestion and added that at the bottom of the page. Now, when I filter on a particular agent, the headline report correctly shows the SLA Achieved of that agent (along with showing it at the bottom of the page as well.

    I realize that in a multi-agent to ticket environment, it is difficult to only show each individual agent's SLA score. I believe my report now is showing the SLA % based on who owned the ticket when it was solved (which isn't necessarily the agent that made the first reply). If anyone knows how to pull the SLA % based on agent who made the first reply and not who owned it when it closed, please let me know. Here is what my report currently looks like:

    What: % Achieved

    How: Ticket Assignee

    Filter:  Date (Event) where Filter Event Date is greater than or equal to 0

    Thanks!

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  • Dan Cooper
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    The challenge here is that the SLA data is tied to the ticket and not an agent, so if an agent takes a ticket over, they would be shown as the ticket assignee.  Typically you'd want to look at the Updater on a ticket to get an understanding of on update versus the rest if the agent isn't the assignee.  However, I'm not certain that this would show you the SLA for that updater since the SLA is a ticket metric and not a user metric.

    You could approach it a different way and craft your own metric.  Since First Reply Time is a metric built into Insights you may find that you can calculate this on a per agent level.  If you know your goal, you might be able to make a metric that includes your goal in the metric allowing for a dynamic metric as needed.  There are tons of resources in the Zendesk Help Center about all things reporting - I find that many times there are other articles listed that help get me close enough to a metric I need.  Apologies for the link being a dump into a huge list of articles, but I find I learn a ton just looking through what is listed and diving into the articles and comments themselves.

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  • james czander
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    hi everyone, can i get a report for sla per agent to see agents  who are not able to keep up with the sla and create corrective actions? can it also be extracted in excel?

    Thanks!

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  • Brett - Community Manager
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    Hi James,

    Hopefully some of our other community members can jump in here and offer up some guidance.

    In the meantime, I wanted to provide some additional resources that I believe you'll find useful:

    I hope the above information helps!

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