I have created a query named "Helpdesk KPI (Resolution SLA Met %)" to monitor the SLA achievements of tickets which fall under a certain policy (QH). It currently uses the "%SLA Achieved metric" which I try to report on monthly.
When I looked at the proportion of High tickets with SLA achieved % in October, it was 17% which the drillthrough justified. When I decided to report on November numbers, I went and looked at October again and noticed the High ticket % had gone up to 100% - and the drillthrough
I am suspecting that SLA breaching tickets which were raised and unsolved in October at the time were finally solved in November, and that is taking them away from the October calculation. If this is the case then either the reporting queries are wrong in logic, or Explore is limited in how it can retroactively report on data.
Can you please look into this with priority?