In this Explore recipe, you'll learn how to create a report that compares your performance to specific SLA targets. This report is specific to the first reply time SLA target but you can modify it to suit any SLA metric.
What you'll need
Skill level: Moderate
Time Required: 20 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
- In Explore, click the reports (
) icon. - In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - SLAs, then click Start report. The report builder opens.
- Now, 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. From the Calculations (
) menu, click Standard calculated attribute. - On the Standard calculated attribute page, enter the name SLA Metric Value Interval for the attribute.
- Copy the formula below and paste it into the Formula editor.
IF (VALUE(SLA metric completion time (min))<120) THEN "0-2 hours" ELSE
See the screenshot below for an example of how the completed attribute will look.
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
Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language. - In the Metrics panel, click Add.
- From the list of metrics, choose SLA Tickets > SLA Tickets, then click Apply.
- In the Columns panel, click Add.
- 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.
- Now, add a filter to show the metric value for first reply time only. In the Filters panel, click Add.
- From the list of attributes, choose Ticket SLA > SLA metric, then click Add.
- Click the filter you just added and change the filter to First Reply Time.
- From the visualization type menu (
), click Column.
- From the chart configuration menu (
), click Displayed values, then change Show value to Show.
The report is complete. Here's an example of how the completed report might look.
Next steps
If you want to show the report in percentage format, click Visualization Type ( ) and choose Pie.
13 Comments
Hello
It seems that an error occurs regardless of which code is written in patterns 1 and 2. Can you understand the cause?
■Pattern1
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
■Pattern2
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
Attached capture error message
"There is a problem with the formula. Please check the syntax of the formula and try again."
Hi SATORI株式会社,
Based on your screenshot, it seems like you're setting this up under another dataset. The metric SLA metric completion time is under the SLAs dataset, so it can only be referenced in a custom attributes and metrics when working with that specific dataset. I tested with the second one – this formula:
– and I was able to save it without errors.
Can you try setting this up again under the Support: SLAs dataset?
Hope this helps. Thank you!
Hi - can you please give an example of how you would add this formula for Response based SLAs?
Olá !! Tentei seguindo todo passo a passo mas continua apresentando erro.
Poderia me ajudar?
Para lhe ajudar melhor, irei criar um ticket para que possamos identificar este comportamento mais de perto, ok? Por gentileza, se atentar ao seu email para que possamos continuar nossa conversa por lá.
Obrigado!!
I have created the report for 'requester waiting time', using these steps.
It shows all my tickets are above 10 days but this is not precise as some are created today and still have time to meet SLA (which is 3-5 days)
You will need to check those tickets directly to know what is the hour goal for Requester Wait time. If you have confirmed that it's really less than 3 to 5 days, please contact our support directly to have it checked. I'm also handling one of your tickets regarding SLA maybe you can provide the information there so I can check further. Cheers!
Hi,
I tried this
IF (VALUE(SLA metric completion time (min))<2880) THEN "<48hours: Achieved" ELSE
IF (VALUE(SLA metric completion time (min))>2880) THEN "Breached"
ENDIF ENDIF
Is it returning some values as NULL so instead of 2 columns I am seeing 3. Can you please advise why this would be?
Thanks!
I've been playing around with this recipe. We are trying to track the requester wait time for specific Custom Field or Ticket Form. Recipe below.
IF (([Case Type]="Technical Inquiry") OR ([Ticket form]="Support - General Support ")) THEN [MIN(Requester wait time (min))] ENDIF
My team will appreciate all the help. Thank you.
Hi, I would like to know if we can extract also the computed number of SLA accumulated per ticket? Currently unable to find it when drilling in the report. No field for the exact computed SLA of a ticket. There is column pertaining to estimated time only like over 8 hours, 0-2 hours etc.
I recommend excluding NULL value from your report to get only the two values expected
I hope this helps, if not don't hesitate to contact our support team they will be able to check your report for you.
Have a great one !
I can't see this dataset even though I'm on the Enterprise plan, why is that?
Hi Anderson, the SLAs dataset appears only if you have tickets with SLA policies applied.
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