Explore recipe: Reviewing SLA performance

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13 Comments

  • Nick Brummer
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    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

    2
  • James Molina
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    Brett - Community Manager

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

    1
  • James Molina
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    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
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    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!

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  • Alex Smeeden
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    Also, in the screenshot of the attribution calculation there seem to be 2 extra "END IF"s that shouldn't be present.

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  • Rob Stack
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    Hi Alex Smeeden thanks very much for this feedback. You are indeed correct. The metric was renamed to SLA metric completion time. I've updated the article to reflect this.
    I did double-check and the three END IFs are required in this example.

    Another way of writing the formula to remove those would be to use:

    IF (VALUE(SLA metric completion time (min))<120) THEN "0-2 hours" ELIF
    (VALUE(SLA metric completion time (min))<240) THEN "2-4 hours" ELIF
    (VALUE(SLA metric completion time (min))<480) THEN "4-8 hours" ELSE "Over 8 hours"
    ENDIF

    But I think both should work just fine. Thanks again for pointing this out!

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  • Brett - Community Manager
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    Thanks for the heads up, James!

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  • Alex Smeeden
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    For anyone else getting the format error when copy pasting the attribution calculation, I think we need to change "SLA metric value time" to "SLA metric completion time" as per:

    "The metric was renamed from SLA metric value time to SLA metric completion time."

    - https://support.zendesk.com/hc/en-us/articles/360041814933-Explore-dataset-updates-January-2020

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  • Brett - Community Manager
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    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!

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  • Francesco Mantovani
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    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? 

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  • Brett - Community Manager
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    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!

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

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  • Brett - Community Manager
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    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

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