Explore recipe: Week over week SLA percentage change

What's my plan?

In this Explore recipe, you'll learn how to create a report that shows the week over week percentage change in meeting your SLA targets.

 

What you'll need

Skill level: Advanced

Time Required: 25 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving agents access to Explore)
• Ticket data in Zendesk Support

Creating the report

To create the report

1. In Explore, click the reports () icon.
2. In the Reports library, click New report.
3. On the Choose a dataset page, click Support > SLAs > Support: SLAs, then click Start report. The report builder opens. 
4. Now, create Date range calculated metrics to show the percentage of SLA targets that were met in each date range. From the Calculations () menu, click Date range calculated metric.
5. Create a new date range calculated metric called SLA % achieved last week and set it up as follows:
   • Original metric: % Achieved SLA targets
   • Defined on: SLA update
   • Date range: Simple - Last week
   
6. Create a new date range calculated metric called SLA % achieved week before last and set it up as follows:
   • Original metric: % Achieved SLA targets
   • Defined on: SLA update
   • Date range: Advanced
     • From the beginning of: 2 weeks in the past
     • To the end of: 2 weeks in the past
   
7. In the Metrics panel, click Add.
8. From the list of metrics, choose Calculated metrics > SLA % achieved last week and Calculated metrics > SLA % achieved week before last, then click Apply.
9. Ensure the metric aggregators for the custom metrics are set to SUM. For more information, see Choosing metric aggregators.
10. From the Result manipulation () menu, click Result metric calculation. 
11. In the Result metric calculation menu, click Add a new metric.
12. Add the metric below by clicking Insert to add the metrics to the formula. 

    (SUM(SLA % achieved last week)-SUM(SLA % achieved week before last))/SUM(SLA % achieved week before last)

    
13. When you are finished, click + Add.
14. From the Chart configuration () menu, click Display format.
15. On the Display format page, set all metrics to display in %.
    
16. From the Visualization type ( ) menu, click Table. 

The report is complete. See the screenshot below for an example of how it will look.