Explore recipe: Reviewing SLA performance

In this recipe, you'll learn how to create an Explore report to compare your performance to specific SLA targets. This query is specific to the First Reply Time target, however, the filter can be modified to suit any of the SLA metrics.

This recipe is the Explore equivalent of the Insights recipe Reviewing SLA performance in Insights.

What you'll need

Skill level: Moderate

Time Required: 20 Minutes

• Zendesk Explore Professional
• Editor or Admin permissions (see Adding users to Explore)
• Ticket data in Zendesk Support

Creating the query

To create the query

1. In Zendesk Explore, click the query () icon.
2. In the Queries Library, click New Query.
3. Now, choose the dataset containing the SLA data you'll need to build the query.
   Select Support: Ticket SLAs. Query Builder opens.
4. To create this query, you need a Standard calculated attribute to calculate the different intervals of your targets. You can modify the values to suit the intervals you wish to report on.
   Click Calculations (), and then click Standard calculated attribute.
   
   
5. Copy the attribute calculation below and paste it into the attribute editor. 
   Name: SLA Metric Value Interval

   IF VALUE(SLA metric value time (min))<60 THEN "0-1 hour"
   ELIF VALUE(SLA metric value time (min))<480 THEN "1-8 hours"
   ELIF VALUE(SLA metric value time (min))<1440 THEN "8-24 hours"
   ELSE "Over 24 hours"
   ENDIF

   See the screenshot below as an example of what the completed attribute will look like.
6. In the metric list, expand SLA Tickets, click SLA Tickets, and then click Apply.
7. In the columns list, expand Calculated Attributes and then click the custom attribute you created earlier. In the example above it is called SLA Metric Value Interval. Then click Apply.
8. Then we need to add a filter to show the metric value for First Reply time only. Click Filters, then click Ticket SLA, then SLA metric. Change the filter to First Reply Time.
   
9. Click Visualization Type ( ), then select Column.
10. Click Chart configuration (), click Displayed values, then change Show value to Show. 
    
    And you're done! Here's an example of what a completed report might look like.
    

Next steps

If you'd like to show the data above in percentage format, you can click Visualization Type ( ) and select Pie.