Tracking when SLAs breach
RespondidaI am trying to build a report to show when SLAs have breached - not just the day, but the hour within the day and to also be able to see which product areas the tickets that breached were associated with.
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Comentário oficial
Hi Evan,
One of the queries in the Zendesk Support prebuilt dashboard, in the SLA tab, actually shows breaches per hour of event! It uses % (through a Result path calculation) instead of just a raw count of the breaches, but in general this is how it is set up:
You could add other "SLA Update - date" attributes if you want to see it by date, month, etc. as well as hour.
Then, if you have a custom field for your product area, you can add that custom field as another row or column, depending on how you want to see it organized.
Hope that helps! Thank you!
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