Jared Vicencio

What is the formula I can use to compute the percentage of Solved tickets of a particular group/type, whose Requester Wait Time did not exceed say, 24 hours? Thanks for the help.

Thanks, Gab. 

Really appreciate the responses. I have a few more questions.

Adding a few more details from my previous query:

1. I only used one policy In the row section. I currently have 2 policies: 1 for First response time / FRT (1 hour for Urgent and High Prio and 12 hours for the rest) and 1 for Requester Wait Time / RWT (2 hours for Urgent and High prior, and 24 hours for the rest). Wish I can share my screens or do this in chat.

2. I have data filters for the timeframe and a data filter for the Assigneed.

3. I created 4 queries: FRt for Urgent/High, FRT for other prior, RWT for URgent /High, and RWT for other prios.

3. In each query, my metrics are D-count for Achieved SLA Metrics and D_Count for Breached SLA MEtrics For the Row, I set SLA policy (1 policy only in each query). My filters isolated the prior and Assignee name.

Questions:

1. Shouldn't the total counts of tickets be the same? 

2. If an Agent marks a ticket as solved and the customer responds again reopening the ticket, and Agent responds again solving the ticket (again), will this cause the double counts in their FRT and RWT metrics? I think it is the case for RWT but for FRT? How do I make the report count the tickets only as 1 for Achieved OR 1 only for Breached?

Thanks.

Another question. I created an SLA for First Response Time (2 hours for Urgent and High Priority Tickets and 24 hours for Normal and Low priority tickets).  Ticket priority is determined by the macro used for that ticket. I then created a report in Explore to show which tickets Breached and which Tikcets achieved the SLA Targets. I did this by using Ticket ID in the Row Section and Ticket SLA Target count of Achieved and count of Breached in the  Metrics section (In a table format). I noticed that in some of the ticket IDs, it showed that the SLA was breached twice (marked 2 under. How is this possible? Thanks.

I so love this article. This is extremely useful for us in upholding our SLA commitments to our customers.

I have a slightly tricky question. I compute our metrics based on the count of tickets that meet our RWT and FRT SLA. But in RWT, is there a way for me to count the tickets that meet a certain SLA but will not include On-Hold time? Although we don't expect our teams to mark tickets as On-Hold, I plan to use that Ticket Status for customers whose requests need to be referred to third-party contractors whose SLA's are beyond our control. I would also have a separate metric for that On-Hold Time. We initially inform our customers that we are closing the tickets since their requests are not feasible at the moment but they wanted to keep them open until they get feedback (which can take forever). Thanks.

Is there like an "AND" conditoinal feature for reporting on tags.  Example, I want to know how many tickets we responded to last month that have both TAg_1 and TAg_2?  Thanks.

how can I search for tickets that used a specific macro?

Thanks.  Yes, it seems I still have Agent role only.  Now I have Admin access and can see this.  :)

How come I don't have this feature in my Admin Settings?  I only have an Overview, Apps, Manage, and Channels features in my Settings.  How can I pull these features out?

If an assignee begins responding to a ticket but another assignee solves the ticket, under which assignee will the ticket be credited to?