Explore recipe: Reviewing SLA performance

Have more questions? Submit a request

10 Comments

  • Nick Brummer
    Comment actions Permalink

    Hi!

    Thanks for this explanation. But when I take all the steps, I get this error (sorry for it being in dutch):

    I get an error saying there's a fault in line -1 and column -1. These are, of course, out of reach in my window. When I put some enters before the IF's, and put them on different lines, the fault on line -1 shifts to 0, 1 and 2, dependable on the amount of enters.

    What am I doing wrong, or what is going wrong! Help! Haha

    1
  • Brett - Community Manager
    Comment actions Permalink

    Hi Nick,

    Thanks for letting us know!

    One of our moderators were able to replicate this on their end as well. I'm going to create a ticket on your behalf so we can dig into this further.

    Cheers!

    0
  • James Molina
    Comment actions Permalink

    I don't see the option to select a calculated metric within the columns when I am trying to build this query.

    1
  • Brett - Community Manager
    Comment actions Permalink

    Hey James,

    Any chance you could provide a screenshot of what you see on your end? Definitely odd that you don't see this option.

    Let me know!

    0
  • James Molina
    Comment actions Permalink

    Brett - Community Manager

    I found my error.  I originally created a calculated metric instead of an attribute.  Thanks for the response.

    1
  • Brett - Community Manager
    Comment actions Permalink

    Thanks for the heads up, James!

    0
  • Francesco Mantovani
    Comment actions Permalink

    However the metric doesn't tell if the SLA was breached or not which is the most important. 
    Do you have a graphic for that? 

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Francesco,

    There are a couple of default metrics that should capture breached SLA tickets. You can use the Breached active SLA tickets or the Breached SLA tickets metrics which are mentioned in the following article: Metrics and attributes for Zendesk Support

    I hope this helps!

    0
  • Haleema Iqbal
    Comment actions Permalink

    How do I set this up to recognise the business hours rather than calendar hours?

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Haleema,

    There should be separate metrics you can use that will account for the business hours you've set up. For example, there's the First reply time - Business hours (min) metric created for you. You can see a full list of available metrics here: Metrics and attributes for Zendesk Support

    I hope this helps!

    0

Please sign in to leave a comment.

Powered by Zendesk