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.

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. On the Choose a dataset page, click Support > SLAs > Support: SLAs, then click New query. Query builder opens.
4. No, create a Standard calculated attribute to calculate the different intervals of your targets. You can modify the values to suit the intervals you want 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 completion time (min))<120) THEN "0-2 hours" ELSE
   IF (VALUE(SLA metric completion time (min))<240) THEN "2-4 hours" ELSE
   IF (VALUE(SLA metric completion time (min))<480) THEN "4-8 hours" ELSE "Over 8 hours"
   ENDIF ENDIF ENDIF

   See the screenshot below as an example of what the completed attribute will look like.
   
6. In the Metrics panel, click Add.
7. From the list of metrics, choose SLA Tickets > SLA Tickets, then click Apply.
8. In the Columns panel, click Add.
9. From the list of attributes, choose 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.
10. Now, add a filter to show the metric value for first reply time only. In the Filters panel, click Add.
11. From the list of attributes, choose Ticket SLA > SLA metric, then click Add.
12. Click the filter you just added and change the filter to First Reply Time.
    
13. From the visualization type menu ( ), click Column.
14. From the chart configuration menu (), 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 want to show the data above in percentage format, you can click Visualization Type ( ) and select Pie.