Percentage of tickets within SLA
Hi,
I want to be able to create a % view of how many tickets are within SLA per month both as a whole and per agent within Explore.
I originally thought about doing this as the mean of date solved - date created. Not sure if that can be done?
But there may be a way to do this via the SLA?
Thanks
Nicola
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Hello Nicola,
I believe you should be able to build this using the SLA dataset. You can use the % Achieved SLA tickets metric either on its own or with the Assignee name attribute to see what percentage of your SLA tickets acheived all their targets. You can see what other attributes are available in the SLA dataset in the following article: Metrics and attributes for Zendesk Support
I hope this helps!
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