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Explore recipe: Reviewing SLA performance



Edited Jun 21, 2024


1

15

15 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."

 

 

 

0


image avatar

Gab Guinto

Zendesk Customer Care

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:

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

– 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!

0


Hi - can you please give an example of how you would add this formula for Response based SLAs? 

1


Olá !! Tentei seguindo todo passo a passo mas continua apresentando erro.

Poderia me ajudar?

0


image avatar

Gabriel

Zendesk Customer Care

Olá Rachel! 

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!!

0


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)

0


image avatar

Dane

Zendesk Engineering

Hi Tamara,

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!

0


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!

0


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.

0


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.

0


image avatar

Salim Cheurfi

Zendesk Customer Care

Hi Simon, 
 
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 ! 

0


I can't see this dataset even though I'm on the Enterprise plan, why is that?

0


image avatar

Erin O'Callaghan

Zendesk Documentation Team

Hi Anderson, the SLAs dataset appears only if you have tickets with SLA policies applied.

0


Thank you so much for this! This is great! 
Quick question though. Rather than "First Reply", is there a way to measure “First Solve”? I don't see that option in the metrics, but I believe there is a data point you can pull for other reports that is first solve time? 
Thank you in advance for the help! 

0


So, I have TWO (2) SLA Policies = The Filter ONLY displays One, Why can't I Filter between Policies?

0


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