SLA reporting dashboard overview (Professional and Enterprise)

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45 Comments

  • Jacob J Christensen
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    Thanks Colin!

    I removed a policy yesterday, but I do have tickets currently that have the remaining SLA policy as active.
    Unfortunately still no SLA tab on Insights - View Only.
    Still no SLA tab

    I will contact support tomorrow if it still hasn't turned up. Thanks again!

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  • Jessie Schutz
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    Thanks! Sorry, I misspoke. I'd meant to ask what the name was supposed to be. :P

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  • Andrew J
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    Thanks Jessie.  Glad we could help fix the master template :-D

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  • Nicole - Community Manager
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    Hey Jonathan - 

    I see that this is your first post, so welcome to the Zendesk Community! 

    This article should have the info you need, you'd just need to swap out the data points: 

    Insights recipe: Time-over-time reporting

    Check that out and let us know if other questions come up. 

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  • 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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  • Andrew J
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    Zendesk Support found the issue for me - only one SLA can apply to each ticket, in my case, my second SLA was the more specific one and the first SLA had already been applied to it.  Switching the specific SLA to the first position should resolve this.

    Might be worth mentioning the importance of ordering SLAs from specific to generic in the article :)

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  • Jessie Schutz
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    Hey Andrew!

    Can you be more specific? I'd like to know what subdomain you're working with, the name of the report, what the name should be, and whether this is a report you built yourself or if was automatically generated. Once I have that I can look into it for you. :)

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  • Diego García
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    Hi everyone. I'm trying to buld our SLA report. Can you help me with example of your metrics? 

    The first one I build is % SLA achieved as shown in pictue. (SLA.png) but i have a question. 

    it would not be the same:
     
     
    as
     
    Select ( # SLAs Achieved / (# SLAs tickets))
    ?
     
    Thnak you,
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  • Jonathan Walder
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    Does anyone know how to add a % Change for my SLA report so I can see how I am doing compared to the previous period of the same duration as the selected period?

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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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  • Andrew J
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    Hello Jessie, that's right.  Just checked again - not there.

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  • Jessie Schutz
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    Okay, I'll take a peek and get back to you ASAP. :)

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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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  • 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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  • Jacob J Christensen
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    This all sounds very interesting, could you please update the article with directions on how to find the SLA Dashboard?
    I have had a (one) policy set up for some time (and I'm on the Enterprise plan), so I expect the Dashboard should be visible for me.
    Probably somewhere like: Reporting > Insights > Advanced Metrics (maybe?), but I'm not seeing it.

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  • Jessie Schutz
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    Here to serve. :)

    As for the SLA breach thing, I talked with some folks who are smarter with SLAs than myself and my understanding is that if you have SLAs that are already breached at the end of business on Friday, and then an agent goes through and updates those tickets (and only those tickets) on Saturday, you will end up with 100% breach on Saturday, regardless of your business hours.

    If I'm understanding it correctly, the system won't automatically check for SLA breaches outside of business hours, but if the ticket is updated by an agent outside of business hours it'll record the breach for the time at which the update was submitted without regard to whether you're actually "open" at that time.

    Otherwise, if the SLA won't be breached until the next business day (according to your business rules), updating tickets on a Saturday won't have a negative impact - it'll consider that the SLA for those tickets was met.

    I feel like there are probably some layers here that need some in-depth research, though, depending on the circumstances surrounding these specific tickets and your business rules and stuff. If this explanation doesn't clear things up for you, I'd recommend submitting a ticket with as much detail as you can provide so we can take a closer look for you.

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  • Andrew J
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    I added a new SLA policy several days ago - I can't find this on the dashboard.  How long should it take?

     

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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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  • 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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  • Jessie Schutz
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    Thanks for reporting back!

    I'll let Docs know and see if we can add a note or other clarification to the article. :)

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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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  • 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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  • tyler
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    I have 2 SLA Policies and see tickets are getting a policy, but get "No Data" under SLA (under insights).  Why does it keep reflecting no data?

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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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  • Andrew J
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    The solve on Saturday point makes sense - I will check some examples and see if this is the case.

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  • Adrian Meier
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    Is there as well the possibility to measure the assign time?

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  • Jessie Schutz
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    Hey Andrew, do you mean that the data from that new policy isn't showing up in your reports yet?

     

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  • Jessie Schutz
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    Hey Andrew, thanks for clarifying!

    Provided that there's data to be found, it should be imported with the rest of your data when Insights and Zendesk sync. If you don't have any data for that new policy yet, though, nothing's going to show up. 

    My guess is that you haven't yet had any tickets that meet the conditions of the new policy yet, which would explain the lack of data.

    If you've definitely had tickets that meet those conditions and you're still not seeing the data, though, I'd recommend shooting a ticket over to Support so we can dig into it and figure out what's going on.

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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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