Sigmund Domingo

Product: Support

Dataset: Updates History

I have managed to create a calculated field that would display a value of "1" when the Breached SLA Status is "0" with the following formula:

IF (D_COUNT(Breached SLA tickets)=0) THEN 1 ELSE 0 ENDIF

Is there a way for us to get the sum of that value? I am trying to get the weighted average of this metric to get the calculated SLA% per Ticket Group. However, I could not get a SUM function to work. I could not use the same calculation using "SLA target status" as this is not a Metric.

Thank you very much, that made me rethink how I would need to go about creating the tables.

I work with the QA team and would need a way to quickly drill down individual ticket IDs on an agent level. I would usually look at it on a very small date range so I don't expect large volumes to be a problem but all I want is one column for agent names or IDs and another one for actual ticket IDs. The queries I can see require a Metric on which to summarize the data but I do not need a summary of the data, just individual ticket IDs I can use as a raw data file.