Time to next SLA breach

9 Comments

  • Jacob Christensen
    Community Moderator

    Hi Alberto,

    You may want to consider adding the "next SLA breach" column to your agents' views and have them sorted by this as well. This should let the SLAs you've set dictate the order tickets should be handled, and let agents see the timer in views and on tickets working.

    There is a brief guide on this here:
    https://support.zendesk.com/hc/en-us/articles/4408885799834-Adding-the-SLA-breach-countdown-to-your-views

    Hope that helps you out.

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  • Marco
    Zendesk Customer Care
    Hi Alberto, good question! Jacob has it pretty spot on. Explore does not show "real time" data except for live widgets. At most, its data would be syncing once every hour. So having a "time until next SLA breach" is not possible with Explore. Instead, an alternative would be including the next SLA breach column in the view that your agents look into. 
     
    Cheers! 
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  • Jacob Christensen
    Community Moderator

    Hi Alberto, sorry for not being clear, I was speaking about your stated goal of having agents aware of upcoming targets before they breach. 

    I don't believe Explore real-time dashboards would be able to warn agents, at best it could display the tickets that have already been breached. 

    1
  • CJ Johnson

    Is there anyway to achieve this anyways? Being off by an hour is not a concern for me. Let's assume I have 500 tickets and 200 of them have breached SLA already. I want a report that shows me "most breached" to "least breached". Can I do that? 

    2
  • Dave Dyson
    Hey CJ -
     
    Views would be the way to do this, as Jacob mentioned -- there's not a way to do this in Explore.
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  • Alberto Gugel

    Hi there and thanks to anyone who contributed. I apologize for being extremely late to reply; I somehow forgot about it.

    My goal is to provide the user of one of the custom Explore dashboards I developed with the time to the next SLA breach, ticket by ticket, at the time of when the data were extracted (which is considered sufficiently accurate). As a consequence, I think I cannot act on Zendesk Views.

    From what you all have written, I deduce this is simply not feasible. Am I right? 

    1
  • Vladimir Petrushenko

    Big +1 to the CJ Johnson point. You have to be able to report on 'Next SLA Breach', even if it's not live but a snapshot of how it looked a couple of hours ago! 

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  • Jacob Christensen
    Community Moderator

    While not the reporting you're looking for, a new release adds more filtering options on views, among them Next SLA breach.

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  • CJ Johnson

    That unfortunately brings in no clarity and does not add any value for me, at least. That filter is still "all metrics for all policies", that's not helpful if you want to look at a specific policy and a set of tickets to see what has breached first reply versus next reply. 

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