SLA achieved tickets KPI - potential miscalculation?


  • Gab Guinto
    Zendesk Customer Care
    Hi Alberto,

    That is right, in that scenario, a ticket with both a previously breached target and an active unbreached one will be included (subtracted from the total SLA ticket count) twice in the metric calculation. To correctly report on achieved SLA tickets, it is recommended to filter or segment the data by the SLA policy name and/or the SLA metric. So, if you need to use the Achieved SLA tickets metric in a query, you will need to slice the data by policy or target metric to avoid scenarios like this. 

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