Explore recipe: Reviewing SLA performance based on only 1 standard
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
-
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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