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Explore recipe: Creating alternate SLA metrics



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Amy Dee

Zendesk Customer Care

Edited Jun 21, 2024


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12 comments

I am trying to encourage managers to go after the most overdue by SLA tickets.  In effect, I am trying to achieve in Explore what a view in the support interface sorted by SLA would look like.   Thus, I am trying to understand effectively the difference between the current metric breach time - the metric target time.  However, I cannot figure out how to get the current metric time value.  It seems like this would be a really basic desire/need for reporting on SLAs, so I must be missing something here... help?  Thanks in advance.

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Amy Dee

Zendesk Customer Care

Hi Leif Cederblom! At this time, Explore only captures SLA durations after the target has been fulfilled. There is no way to create an Explore report that shows live SLA counters for breached tickets. 

This is due to how Explore syncs data. It isn't a live feed; it pulls data at periodic intervals. That means it has no way to maintain live durations for metrics. Explore can't tell whether an SLA has been fulfilled until after the next data sync, so durations would be stale.

If you need to monitor active SLAs in real time, we recommend using Views. You can export Views to CSV as well if needed. Explore is better suited for historic reporting.

I hope this helps!

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Hi Amy Dee

Looking at the attributes in the following

IF [Alternate: SLA target status] = "Breached"
THEN [Ticket ID]
ENDIF

It doesn't appear that "Alternate" is a valid entry for Standard calculated metric. Is this something I'm missing?

Additionally, for the screenshot, it looks like Alternate: SLA target status was added as an attribute, but the steps say to add it as a metric. Should this be updated to reflect that it should be an attribute?

 

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Zsa Trias

Zendesk Customer Care

Hello Matt, 

Per the instructions above, Alternate: SLA target status should be created as an attribute. 

Once you have this created, you can then proceed in creating the metrics: Alternate: Achieved SLA tickets and  Alternate: Breached SLA tickets.

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Hello, 

I would like to have an indicator of 1st reply SLA breach Yes/No but within the Support Dataset.

The objective is to have a report with 1 line per ticket.

I do manage to find the right way to create the calculated metrics.

It would be in textual form like that

 

IF Ticket priority is Urgent and if First reply in business hours is higher than 1 then Breached

IF Ticket priority is High and if First reply in business hours is higher than 4 then Breached

IF Ticket priority is Medium and if First reply in business hours is higher than 8 then Breached

IF Ticket priority is Low and if First reply in business hours is higher than 8 then Breached

IF not breached then NOT breached

 

Can someone help me on how to translate this for Explore?

Best regards

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Dane

Zendesk Engineering

Hi Franck,

You can try to use this one:
 
IF (VALUE(First reply time - Business hours (min)) >= 60) AND ([Ticket priority]="Urgent")
OR (VALUE(First reply time - Business hours (min)) >= 120) AND ([Ticket priority]="High")
OR (VALUE(First reply time - Business hours (min)) >= 180) AND ([Ticket priority]="Normal")
OR (VALUE(First reply time - Business hours (min)) >= 240) AND ([Ticket priority]="Low")
THEN  "Breached"
ELSE "Met"
ENDIF
 
You can change the value of the First Reply time depending on your preference.

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We have set the SLAs for the support team in a structure on Zendesk where the 1st Reply and the Full Time Resolution are on the same policy. For the Full Time Resolution, we only consider the Agent Work Time (disregarding Pending and On-Hold stages).

I have successfully created a metric to see the % of SLA achieved for First Reply, but I'm not sure how to set it up for Full Resolution. Can you help me?

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Also, I have encountered a problem checking the SLA for our calls (Voice/Talk).

Screenshot removed by community team as it contained sensitive information.

In this image, for example, the register of the call was only input at 07:52 (after the call was finished), so it looks like it has breached our SLA (up to 1 minute), but in fact, the agent answered the call in less than one minute. How can I resolve this to match our SLA for First Reply?

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Mike DR

Zendesk Customer Care

Hi Mayra!
 
Did try searching for an article about this exact formula but currently can't find one available. You can however create a custom calculated attribute following this formula as a base for getting the percentage of the First Reply Time and Full Resolution Time: To get the percentage, compute manually  replied tickets/total tickets x 100 = % replied tickets
 
Hope this helps!

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Hey folks,

Quick question on this section here;

An SLA policy has a target of 30 minutes. Ticket A was fulfilled after 60 minutes. Ticket B was fulfilled after 15 minutes. 

  • The SLA metric target time (min) value is 30 for both tickets. 
  • Ticket A has an SLA metric completion time (min) value of 60. The metric will calculate 60-30 and get a result of 30. That is greater than 0, so the attribute will return Breached.
  • Ticket B has an SLA metric completion time (min) value of 15. The metric will calculate 15-30 and get a result of -15. That is less than 0, so the attribute will return Achieved.

Is there a way to show the calculated time? We're looking to show how long over the SLA the breach was on each ticket, so it'd be great if we could show this calculated time!

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If you are trying to get live dashboards for SLA data I encourage you to use Geckoboards. Its pricey, but you can get live data of what tickets will breach SLA and you can send a report to Slack and a bunch of other locations.

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Zaffar Sayed !

You could follow Dylan's guide here on how to create a report that shows when the SLA breached.

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