I am having a hard time conceptualizing what it means to filter SLA metrics by various date filters in reports.
For example, suppose you are looking at % Breached across the past 7 days and are filtering by Date (Ticket Created).
Does this mean that you are only capturing the % Breached of tickets created in those 7 days?
If so, and you operate with an SLA greater than 7 days (for example, 8 days), you are guaranteed to have % Breached equal to 0%, since none the tickets could have breached their SLA yet. So the metric is essentially meaningless in this case.
I have two questions.
- Is the above reasoning correct?
- If yes, what is best practice for constructing SLA reports when you have very long SLAs (for example, multiple days)? Is there a means of filtering by date that is more meaningful for SLA reporting in this case?