I currently have an issue with SLA reporting. We have a lot of tickets that come through to a 24/5 catchment group, which operates on a 24/5 schedule, these tickets then get changed into regional groups which have more standard business hours.
We have a 4 hour first reply time SLA.
If a ticket comes into the 24/5 catchment group, and is not changed to the correct regional group (with say a UK business hours schedule) within the initial 4 hours, it will fail its SLA - even though the customer had a reply within 4 hours of the correct group it should be in (and subsequently gets changed to).
Does anyone know a good way to retrospectively deal with issues like this when it comes to reporting?
Ideally it would be helpful to create a metric that looks at the timestamp the ticket was created, and first reply but based on the group/schedule the ticket closed with.
Alternatively, if there is a way to filter out tickets based on the schedule the SLA was logged with? I.e. removing SLA failures that were logged as failed under the 24/5 schedule?
Any help or pointers would be appreciated!
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