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Explore recipe: Reviewing SLA performance based on only 1 standard

Answered
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이지윤

Posted Nov 23, 2022

Hi everyone,

I am trying to make a Explore receipe for SLA performance based on below article.

https://support.zendesk.com/hc/en-us/articles/4408835960602-Explore-recipe-Reviewing-SLA-performance

 

What I want to achieve is:

To make metric completion time is between 1) 0-48 hours and 2) over 48 hours.

Then, how should I set the metric for?

Any advice woule be highly appreciated. Thank you!!

 

*Original (What article mentioned as an example)
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

 

*Changed (Customized one)
IF (VALUE(SLA metric completion time(min))<2879) THEN "0-48 hours" ELSE
IF (VALUE(SLA metric completion time(min))<2880) THEN "48hours" ELSE "Over 48 hours"
ENDIF ENDIF ENDIF

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    Dane

    Zendesk Engineering

    Hi,
     
    You can try to use the formula below to remove the error. 
     
    IF (VALUE(SLA metric completion time (min))<2879) THEN "0-48 hours" ELSE
    IF (VALUE(SLA metric completion time (min))<2880) THEN "48hours" ELSE "Over 48 hours"
    ENDIF ENDIF
     
    However, based on your values, it will be better to optimize it and remove 48 hours.
     
    IF (VALUE(SLA metric completion time (min))<=2879) THEN "0-48 hours" ELSE "Over 48 hours"
    ENDIF

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