The data recorded as part of your SLA Management solution and presented in the SLA Assistant can also be used within Zendesk views and Insights reports (GoodData) to monitor and measure your SLA Performance.
Depending upon the agreed scope and budget there might be a need to develop one or more views and reports as part of the initial setup and configuration.
The following SLA ticket fields are generated and maintained as part of the CloudSET SLA Management extension and although generally hidden from view in the ticket forms, these fields are available for use in views and Insight reports (GoodData), where event_name is the name associated with each of the events configured as part of the SLA setup:
- SLA3 SLA - the SLA Plan assigned to the ticket
- SLA3 Region - the Region assigned to the ticket
- SLA3 Next Event Name - the name of the next SLA event with timer that is still running (i.e. not paused, stopped, or finished)
- SLA3 Next Event Timestamp - the due date/time of the next SLA event with a timer that is still running
- SLA3 event_name By - the due date/time by when an event or task must have been completed
- SLA3 event_name Measure - the assessment of the SLA measurement made for the event, e.g. passed, warned, violated
- SLA3 event_name PassCount - a count of the number of times the event or task has been completed within the SLA measurement
- SLA3 event_name ViolationCount - a count of the number of times the event or task failed to be completed within the SLA measurement
For example SLA3 Respond Measure.
Monitor and Manage Tickets using the SLA-M Dashboard
The SLA-M Dashboard provides an holistic view of all tickets with running event timers requiring agent action.
The dashboard can be used to identify which of your tickets should be worked on next, where there are potential bottlenecks that could be resolved by redistributing tickets evenly across all agents and the impact of one or more agents becoming unavailable.
A full explanation and instructions for use of the SLA-M Dashboard can be found in the following article: Introduction to the SLA-M Dashboard
Monitor SLA Management Performance using Views
Using the fields generated and maintained by the CloudSET SLA Management extension it is possible to create views to proactively monitor SLA's as in the example above.
These views can be grouped by SLA and sorted by due date/time to help to identify the order in which tickets should be processed to avoid violating the SLA for an event.
Measure SLA Management Performance using GoodData (Insights)
All fields generated by the the CloudSET SLA Management extension will be available for use in Insights reports and dashboards.
As shown in the example above the data within these fields can be used to measure the performance of your SLA's and report back to management and customers to confirm adherence to any contractual agreements.
Online documentation is available giving instructions on the use of the SLA Management data to build the metrics, reports and dashboards involved in the above example (see SLA Management Reporting using GoodData)
Measure SLA Event Timings using GoodData (Insights)
The information calculated for the time a ticket spends within each state or the time taken to reach each event is held against the ticket in fields that will also be included for use in your Insights (GoodData) project.
It is therefore possible to build reports based on this data such as the average amount of time as in the example screenshot above (1).
Full details and instructions on the use of these metrics in views and reports can be found in the following article: Monitor and Measure SLA Event Timings