Explore recipe: Reviewing SLA performance

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13 Comments

  • Simon Monaghan

    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!

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  • Leo Medalla

    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.

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  • 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!
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  • Rachel Nunes•

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

    Poderia me ajudar?

    0
  • SATORI株式会社 上野

    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."

     

     

     

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  • Gustavo Parra

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

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  • 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!

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  • Julie Anne Chan

    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.

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  • Tamara

    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)

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  • 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!!
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  • Erin O'Callaghan
    Zendesk Documentation Team

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

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  • Anderson

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

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  • 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

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