SLA Performance in Current Period

Sub Banner

The SLA Performance in Current Period dashboard provides a high level summary of performance within the current week, current month or current quarter.

*Note: by default the totals on the dashboard include tickets placed under all SLA plans, however, the reports in the dashboard  can be filtered to show the totals for one or more selected SLA plans.

Created This Week/This Month/This Quarter

The 3 "Created" totals in the first column on this dashboard show the number of tickets create this week, this month or this quarter that have been placed under SLA.

Each of these totals is generated using one of 3 reports (Created this Week, Created this Month or  Created this Quarter) that make use of the # Tickets Under SLA Metric.

Each report is filtered accordingly using the Date Created ticket field imported from Zendesk.

*Note: it is important to select the "/Year" variant of the filter otherwise the filter will return tickets created in the corresponding week, month or quarter for all years for which data exists in GoodData, rather than only those created during the current period.

Resolved/Closed This Week/This Month/This Quarter

The 3 "Resolved/Closed" totals in the first column on this dashboard show the number of tickets placed under SLA and have been solved this week, this month or this quarter.

Each of these totals is generated using one of 3 reports (Solved this Week, Solved this Month or Solved this Quarter) that make use of the # SLA Solved Tickets Metric.

Each report is filtered accordingly using the Date Solved ticket field imported from Zendesk.

*Note: it is important to select the "/Year" variant of the filter otherwise the filter will return tickets solved in the corresponding week, month or quarter for all years for which data exists in GoodData, rather than only those solved during the current period .

Responded with SLA This Week/This Month/This Quarter

The 3 "Responded within SLA" totals in the middle column on this dashboard show the % of tickets created this week, this month or this quarter that have passed the SLA for an initial response.

Each of these totals is generated using one of 3 reports (% Responded this Week, % Responded this Month or % Responded this Quarter) that make use of the % Responded within SLA Metric.

*Note: the background color for the report is set as follows:

  • Greater than 95% displays a green background
  • Between 70% and 95% displays an amber background
  • Less than 70% displays a red background

Each report is filtered accordingly using the Date Created ticket field imported from Zendesk.

*Note: it is important to select the "/Year" variant of the filter otherwise the filter will return tickets created in the corresponding week, month or quarter for all years for which data exists in GoodData, rather than only those created during the current period.

Followed-up with SLA This Week/This Month/This Quarter

The 3 "Followed-up within SLA" totals in the middle column on this dashboard show the % of required updates (follow-ups) that have passed the SLA for tickets created this week, this month or this quarter.

Each of these totals is generated using one of 3 reports (% Updated this Week, % Updated this Month or % Updated this Quarter) that make use of the % Updated within SLA Metric.

*Note: the background color for the report is set as follows:

  • Greater than 95% displays a green background
  • Between 70% and 95% displays an amber background
  • Less than 70% displays a red background

Each report is filtered accordingly using the Date Created ticket field imported from Zendesk.

*Note: it is important to select the "/Year" variant of the filter otherwise the filter will return tickets created in the corresponding week, month or quarter for all years for which data exists in GoodData, rather than only those created during the current period.

Respond Violations This Week/This Month/This Quarter

The 3 "Respond Violations" totals in the third column on this dashboard show the number of tickets created this week, this month or this quarter for which the SLA for an initial response has been violated.

Each of these totals is generated using one of 3 reports (% SLA Respond Violated this Week, % SLA Respond Violated this Month or % SLA Respond Violated this Quarter) that make use of the # Initial Respond Violations Metric.

*Note: the background color for the report is set as follows:

  • Greater than 5 displays a red background
  • Between 1 and 5 inclusive displays an amber background
  • 0 displays a green background

Each report is filtered accordingly using the Date Created ticket field imported from Zendesk.

*Note: it is important to select the "/Year" variant of the filter otherwise the filter will return tickets created in the corresponding week, month or quarter for all years for which data exists in GoodData, rather than only those created during the current period.

Follow-up Violations This Week/This Month/This Quarter

The 3 "Follow-up Violations" totals in the third column on this dashboard show the number of required updates (follow-ups) that have failed to pass the SLA for tickets created this week, this month or this quarter.

Each of these totals is generated using one of 3 reports (% SLA Update Violated this Week, % SLA Update Violated this Month or % SLA Update Violated this Quarter) that make use of the Total Update Violations Metric.

*Note: the background color for the report is set as follows:

  • Greater than 5 displays a red background
  • Between 1 and 5 inclusive displays an amber background
  • 0 displays a green background

Each report is filtered accordingly using the Date Created ticket field imported from Zendesk.

*Note: it is important to select the "/Year" variant of the filter otherwise the filter will return tickets created in the corresponding week, month or quarter for all years for which data exists in GoodData, rather than only those created during the current period.

Drill Downs into Detailed Reports

Selecting the link behind one of the totals in the middle and third column of the dashboard will drill down into a more detailed report explaining how the totals have been derived.

Responded within SLA Detailed Report

Select one of the "Responded within SLA" totals link on the dashboard to drill down into a detailed report showing how the % of passes has been calculated, i.e. # Initial Response within SLA / # Initial Response Required.

Using this report it is possible to select the link behind the ticket ID and drill down into the ticket form in Zendesk.  

The drill down makes use of the report named % Responded Detailed Report which in turn utilizes the metrics named # Initial Respond Violations, # Initial Response Required, # Initial Response within SLA and % Respond within SLA.

i.e. the % Respond within SLA used as the total in the dashboard equates to # Initial Response within SLA / # Initial Response Required.

*Note: this report will make use of the data set supplied from the dashboard and so will already filter by the corresponding week, month or quarter and selected SLA values.

*Also Note: the background color for the cells in the % Respond within SLA column is set as follows:

  • Greater than 95% displays a green background
  • Between 70% and 95% displays an amber background
  • Less than 70% displays a red background

Followed-up within SLA Detailed Report

Select one of the "Followed-up within SLA" totals link on the dashboard to drill down into a detailed report showing how the % of passes has been calculated, i.e. # Total Update Passes / # Total Updates Required.

Unlike the Initial Response there can be any number of required updates (follow-ups) during the life cycle of a ticket and it will often be the case that the Total Updates given will be less than the Total Updates Required (see the metric named Total Updates Required for circumstances in which this will be the case).

Using this report it is possible to select the link behind the ticket ID and drill down into the ticket form in Zendesk.  

The drill down makes use of the report named % Updated Detailed Report which in turn utilizes the metrics named Total Update Passes, Total Update Violations, Total Updates Given and % Updated within SLA.

i.e. the % Updated within SLA used as the total in the dashboard equates to Total Update Passes / Total Updates Required.

*Note: this report will make use of the data set supplied from the dashboard and so will already filter by the corresponding week, month or quarter and selected SLA values.

*Also Note: when using certain SLA metrics in reports it is sometimes the case that GoodData indicates the metric as unavailable for use and the same is also sometimes true for certain attributes in the How tab. However, the selection can still be made using Shift+ click to override the GoodData warning and this has no apparent adverse impact on the use in reports and dashboards.

*Note: the background color for the cells in the % Updated within SLA column is set as follows:

  • Greater than 95% displays a green background
  • Between 70% and 95% displays an amber background
  • Less than 70% displays a red background

Respond Violations Detailed Report

Select one of the "Respond Violations" totals link on the dashboard to drill down into a detailed report showing how the number of Initial response SLA violations has been calculated from the tickets under SLA.

Using this report it is possible to select the link behind the ticket ID and drill down into the ticket form in Zendesk.  

The drill down makes use of the report named SLA Respond Violated Detailed Report which in turn utilizes the # Initial Respond Violations metric.

The report also includes a number of ticket attributes in the How tab including the ticket ID, Creation Date and Status to help understand how and why the totals have been made up in the summary report on the dashboard.

*Note: the background color for the cells in the # Initial Respond Violations column is set as follows:

  • Greater than 5 displays a red background
  • Between 1 and 5 inclusive displays an amber background
  • 0 displays a green background

Follow-up Violations Detailed Report

Select one of the "Followed-up Violations" totals link on the dashboard to drill down into a detailed report showing how the total of update (follow-up) SLA violations has been calculated from all tickets under SLA.

Unlike the Initial Response there can be any number of required updates (follow-ups) during the life cycle of a ticket of which some or all of them could have violated the SLA.

Using this report it is possible to select the link behind the ticket ID and drill down into the ticket form in Zendesk.  

The drill down makes use of the report named SLA Update Violated Detailed Report which in turn utilizes the # Total Update Violations metric.

The report also includes a number of ticket attributes in the How tab including the ticket ID, Creation Date and Status to help understand how and why the totals have been made up in the summary report on the dashboard.

*Note: the background color for the cells in the Total Update Violations column is set as follows:

  • Greater than 5 displays a red background
  • Between 1 and 5 inclusive displays an amber background
  • 0 displays a green background

SLA Performance in Current Period

Sub Banner

SLA Performance in Current Period

The SLA Performance in Current Period dashboard provides a high level summary of performance within the current week, current month or current quarter.

*Note: by default the totals on the dashboard include tickets placed under all SLA plans, however, the reports in the dashboard  can be filtered to show the totals for one or more selected SLA plans.

Created This Week/This Month/This Quarter

The 3 "Created" totals in the first column on this dashboard show the number of tickets create this week, this month or this quarter that have been placed under SLA.

Each of these totals is generated using one of 3 reports (Created this Week, Created this Month or  Created this Quarter) that make use of the # Tickets Under SLA Metric.

Each report is filtered accordingly using the Date Created ticket field imported from Zendesk.

*Note: it is important to select the "/Year" variant of the filter otherwise the filter will return tickets created in the corresponding week, month or quarter for all years for which data exists in GoodData, rather than only those created during the current period.

Resolved/Closed This Week/This Month/This Quarter

The 3 "Resolved/Closed" totals in the first column on this dashboard show the number of tickets placed under SLA and have been solved this week, this month or this quarter.

Each of these totals is generated using one of 3 reports (Solved this Week, Solved this Month or Solved this Quarter) that make use of the # SLA Solved Tickets Metric.

Each report is filtered accordingly using the Date Solved ticket field imported from Zendesk.

*Note: it is important to select the "/Year" variant of the filter otherwise the filter will return tickets solved in the corresponding week, month or quarter for all years for which data exists in GoodData, rather than only those solved during the current period .

Responded with SLA This Week/This Month/This Quarter

The 3 "Responded within SLA" totals in the middle column on this dashboard show the % of tickets created this week, this month or this quarter that have passed the SLA for an initial response.

Each of these totals is generated using one of 3 reports (% Responded this Week, % Responded this Month or % Responded this Quarter) that make use of the % Responded within SLA Metric.

*Note: the background color for the report is set as follows:

  • Greater than 95% displays a green background
  • Between 70% and 95% displays an amber background
  • Less than 70% displays a red background

Each report is filtered accordingly using the Date Created ticket field imported from Zendesk.

*Note: it is important to select the "/Year" variant of the filter otherwise the filter will return tickets created in the corresponding week, month or quarter for all years for which data exists in GoodData, rather than only those created during the current period.

Followed-up with SLA This Week/This Month/This Quarter

The 3 "Followed-up within SLA" totals in the middle column on this dashboard show the % of required updates (follow-ups) that have passed the SLA for tickets created this week, this month or this quarter.

Each of these totals is generated using one of 3 reports (% Updated this Week, % Updated this Month or % Updated this Quarter) that make use of the % Updated within SLA Metric.

*Note: the background color for the report is set as follows:

  • Greater than 95% displays a green background
  • Between 70% and 95% displays an amber background
  • Less than 70% displays a red background

Each report is filtered accordingly using the Date Created ticket field imported from Zendesk.

*Note: it is important to select the "/Year" variant of the filter otherwise the filter will return tickets created in the corresponding week, month or quarter for all years for which data exists in GoodData, rather than only those created during the current period.

Respond Violations This Week/This Month/This Quarter

The 3 "Respond Violations" totals in the third column on this dashboard show the number of tickets created this week, this month or this quarter for which the SLA for an initial response has been violated.

Each of these totals is generated using one of 3 reports (% SLA Respond Violated this Week, % SLA Respond Violated this Month or % SLA Respond Violated this Quarter) that make use of the # Initial Respond Violations Metric.

*Note: the background color for the report is set as follows:

  • Greater than 5 displays a red background
  • Between 1 and 5 inclusive displays an amber background
  • 0 displays a green background

Each report is filtered accordingly using the Date Created ticket field imported from Zendesk.

*Note: it is important to select the "/Year" variant of the filter otherwise the filter will return tickets created in the corresponding week, month or quarter for all years for which data exists in GoodData, rather than only those created during the current period.

Follow-up Violations This Week/This Month/This Quarter

The 3 "Follow-up Violations" totals in the third column on this dashboard show the number of required updates (follow-ups) that have failed to pass the SLA for tickets created this week, this month or this quarter.

Each of these totals is generated using one of 3 reports (% SLA Update Violated this Week, % SLA Update Violated this Month or % SLA Update Violated this Quarter) that make use of the Total Update Violations Metric.

*Note: the background color for the report is set as follows:

  • Greater than 5 displays a red background
  • Between 1 and 5 inclusive displays an amber background
  • 0 displays a green background

Each report is filtered accordingly using the Date Created ticket field imported from Zendesk.

*Note: it is important to select the "/Year" variant of the filter otherwise the filter will return tickets created in the corresponding week, month or quarter for all years for which data exists in GoodData, rather than only those created during the current period.

Drill Downs into Detailed Reports

Selecting the link behind one of the totals in the middle and third column of the dashboard will drill down into a more detailed report explaining how the totals have been derived.

Responded within SLA Detailed Report

Select one of the "Responded within SLA" totals link on the dashboard to drill down into a detailed report showing how the % of passes has been calculated, i.e. # Initial Response within SLA / # Initial Response Required.

Using this report it is possible to select the link behind the ticket ID and drill down into the ticket form in Zendesk.  

The drill down makes use of the report named % Responded Detailed Report which in turn utilizes the metrics named # Initial Respond Violations, # Initial Response Required, # Initial Response within SLA and % Respond within SLA.

i.e. the % Respond within SLA used as the total in the dashboard equates to # Initial Response within SLA / # Initial Response Required.

*Note: this report will make use of the data set supplied from the dashboard and so will already filter by the corresponding week, month or quarter and selected SLA values.

*Also Note: the background color for the cells in the % Respond within SLA column is set as follows:

  • Greater than 95% displays a green background
  • Between 70% and 95% displays an amber background
  • Less than 70% displays a red background

Followed-up within SLA Detailed Report

Select one of the "Followed-up within SLA" totals link on the dashboard to drill down into a detailed report showing how the % of passes has been calculated, i.e. # Total Update Passes / # Total Updates Required.

Unlike the Initial Response there can be any number of required updates (follow-ups) during the life cycle of a ticket and it will often be the case that the Total Updates given will be less than the Total Updates Required (see the metric named Total Updates Required for circumstances in which this will be the case).

Using this report it is possible to select the link behind the ticket ID and drill down into the ticket form in Zendesk.  

The drill down makes use of the report named % Updated Detailed Report which in turn utilizes the metrics named Total Update Passes, Total Update Violations, Total Updates Given and % Updated within SLA.

i.e. the % Updated within SLA used as the total in the dashboard equates to Total Update Passes / Total Updates Required.

*Note: this report will make use of the data set supplied from the dashboard and so will already filter by the corresponding week, month or quarter and selected SLA values.

*Also Note: when using certain SLA metrics in reports it is sometimes the case that GoodData indicates the metric as unavailable for use and the same is also sometimes true for certain attributes in the How tab. However, the selection can still be made using Shift+ click to override the GoodData warning and this has no apparent adverse impact on the use in reports and dashboards.

*Note: the background color for the cells in the % Updated within SLA column is set as follows:

  • Greater than 95% displays a green background
  • Between 70% and 95% displays an amber background
  • Less than 70% displays a red background

Respond Violations Detailed Report

Select one of the "Respond Violations" totals link on the dashboard to drill down into a detailed report showing how the number of Initial response SLA violations has been calculated from the tickets under SLA.

Using this report it is possible to select the link behind the ticket ID and drill down into the ticket form in Zendesk.  

The drill down makes use of the report named SLA Respond Violated Detailed Report which in turn utilizes the # Initial Respond Violations metric.

The report also includes a number of ticket attributes in the How tab including the ticket ID, Creation Date and Status to help understand how and why the totals have been made up in the summary report on the dashboard.

*Note: the background color for the cells in the # Initial Respond Violations column is set as follows:

  • Greater than 5 displays a red background
  • Between 1 and 5 inclusive displays an amber background
  • 0 displays a green background

Follow-up Violations Detailed Report

Select one of the "Followed-up Violations" totals link on the dashboard to drill down into a detailed report showing how the total of update (follow-up) SLA violations has been calculated from all tickets under SLA.

Unlike the Initial Response there can be any number of required updates (follow-ups) during the life cycle of a ticket of which some or all of them could have violated the SLA.

Using this report it is possible to select the link behind the ticket ID and drill down into the ticket form in Zendesk.  

The drill down makes use of the report named SLA Update Violated Detailed Report which in turn utilizes the # Total Update Violations metric.

The report also includes a number of ticket attributes in the How tab including the ticket ID, Creation Date and Status to help understand how and why the totals have been made up in the summary report on the dashboard.

*Note: the background color for the cells in the Total Update Violations column is set as follows:

  • Greater than 5 displays a red background
  • Between 1 and 5 inclusive displays an amber background
  • 0 displays a green background

SLA Performance in Current Period

Sub Banner

The SLA Performance in Current Period dashboard provides a high level summary of performance within the current week, current month or current quarter.

*Note: by default the totals on the dashboard include tickets placed under all SLA plans, however, the reports in the dashboard  can be filtered to show the totals for one or more selected SLA plans.

Created This Week/This Month/This Quarter

The 3 "Created" totals in the first column on this dashboard show the number of tickets create this week, this month or this quarter that have been placed under SLA.

Each of these totals is generated using one of 3 reports (Created this Week, Created this Month or  Created this Quarter) that make use of the # Tickets Under SLA Metric.

Each report is filtered accordingly using the Date Created ticket field imported from Zendesk.

*Note: it is important to select the "/Year" variant of the filter otherwise the filter will return tickets created in the corresponding week, month or quarter for all years for which data exists in GoodData, rather than only those created during the current period.

Resolved/Closed This Week/This Month/This Quarter

The 3 "Resolved/Closed" totals in the first column on this dashboard show the number of tickets placed under SLA and have been solved this week, this month or this quarter.

Each of these totals is generated using one of 3 reports (Solved this Week, Solved this Month or Solved this Quarter) that make use of the # SLA Solved Tickets Metric.

Each report is filtered accordingly using the Date Solved ticket field imported from Zendesk.

*Note: it is important to select the "/Year" variant of the filter otherwise the filter will return tickets solved in the corresponding week, month or quarter for all years for which data exists in GoodData, rather than only those solved during the current period .

Responded with SLA This Week/This Month/This Quarter

The 3 "Responded within SLA" totals in the middle column on this dashboard show the % of tickets created this week, this month or this quarter that have passed the SLA for an initial response.

Each of these totals is generated using one of 3 reports (% Responded this Week, % Responded this Month or % Responded this Quarter) that make use of the % Responded within SLA Metric.

*Note: the background color for the report is set as follows:

  • Greater than 95% displays a green background
  • Between 70% and 95% displays an amber background
  • Less than 70% displays a red background

Each report is filtered accordingly using the Date Created ticket field imported from Zendesk.

*Note: it is important to select the "/Year" variant of the filter otherwise the filter will return tickets created in the corresponding week, month or quarter for all years for which data exists in GoodData, rather than only those created during the current period.

Followed-up with SLA This Week/This Month/This Quarter

The 3 "Followed-up within SLA" totals in the middle column on this dashboard show the % of required updates (follow-ups) that have passed the SLA for tickets created this week, this month or this quarter.

Each of these totals is generated using one of 3 reports (% Updated this Week, % Updated this Month or % Updated this Quarter) that make use of the % Updated within SLA Metric.

*Note: the background color for the report is set as follows:

  • Greater than 95% displays a green background
  • Between 70% and 95% displays an amber background
  • Less than 70% displays a red background

Each report is filtered accordingly using the Date Created ticket field imported from Zendesk.

*Note: it is important to select the "/Year" variant of the filter otherwise the filter will return tickets created in the corresponding week, month or quarter for all years for which data exists in GoodData, rather than only those created during the current period.

Respond Violations This Week/This Month/This Quarter

The 3 "Respond Violations" totals in the third column on this dashboard show the number of tickets created this week, this month or this quarter for which the SLA for an initial response has been violated.

Each of these totals is generated using one of 3 reports (% SLA Respond Violated this Week, % SLA Respond Violated this Month or % SLA Respond Violated this Quarter) that make use of the # Initial Respond Violations Metric.

*Note: the background color for the report is set as follows:

  • Greater than 5 displays a red background
  • Between 1 and 5 inclusive displays an amber background
  • 0 displays a green background

Each report is filtered accordingly using the Date Created ticket field imported from Zendesk.

*Note: it is important to select the "/Year" variant of the filter otherwise the filter will return tickets created in the corresponding week, month or quarter for all years for which data exists in GoodData, rather than only those created during the current period.

Follow-up Violations This Week/This Month/This Quarter

The 3 "Follow-up Violations" totals in the third column on this dashboard show the number of required updates (follow-ups) that have failed to pass the SLA for tickets created this week, this month or this quarter.

Each of these totals is generated using one of 3 reports (% SLA Update Violated this Week, % SLA Update Violated this Month or % SLA Update Violated this Quarter) that make use of the Total Update Violations Metric.

*Note: the background color for the report is set as follows:

  • Greater than 5 displays a red background
  • Between 1 and 5 inclusive displays an amber background
  • 0 displays a green background

Each report is filtered accordingly using the Date Created ticket field imported from Zendesk.

*Note: it is important to select the "/Year" variant of the filter otherwise the filter will return tickets created in the corresponding week, month or quarter for all years for which data exists in GoodData, rather than only those created during the current period.

Drill Downs into Detailed Reports

Selecting the link behind one of the totals in the middle and third column of the dashboard will drill down into a more detailed report explaining how the totals have been derived.

Responded within SLA Detailed Report

Select one of the "Responded within SLA" totals link on the dashboard to drill down into a detailed report showing how the % of passes has been calculated, i.e. # Initial Response within SLA / # Initial Response Required.

Using this report it is possible to select the link behind the ticket ID and drill down into the ticket form in Zendesk.  

The drill down makes use of the report named % Responded Detailed Report which in turn utilizes the metrics named # Initial Respond Violations, # Initial Response Required, # Initial Response within SLA and % Respond within SLA.

i.e. the % Respond within SLA used as the total in the dashboard equates to # Initial Response within SLA / # Initial Response Required.

*Note: this report will make use of the data set supplied from the dashboard and so will already filter by the corresponding week, month or quarter and selected SLA values.

*Also Note: the background color for the cells in the % Respond within SLA column is set as follows:

  • Greater than 95% displays a green background
  • Between 70% and 95% displays an amber background
  • Less than 70% displays a red background

Followed-up within SLA Detailed Report

Select one of the "Followed-up within SLA" totals link on the dashboard to drill down into a detailed report showing how the % of passes has been calculated, i.e. # Total Update Passes / # Total Updates Required.

Unlike the Initial Response there can be any number of required updates (follow-ups) during the life cycle of a ticket and it will often be the case that the Total Updates given will be less than the Total Updates Required (see the metric named Total Updates Required for circumstances in which this will be the case).

Using this report it is possible to select the link behind the ticket ID and drill down into the ticket form in Zendesk.  

The drill down makes use of the report named % Updated Detailed Report which in turn utilizes the metrics named Total Update Passes, Total Update Violations, Total Updates Given and % Updated within SLA.

i.e. the % Updated within SLA used as the total in the dashboard equates to Total Update Passes / Total Updates Required.

*Note: this report will make use of the data set supplied from the dashboard and so will already filter by the corresponding week, month or quarter and selected SLA values.

*Also Note: when using certain SLA metrics in reports it is sometimes the case that GoodData indicates the metric as unavailable for use and the same is also sometimes true for certain attributes in the How tab. However, the selection can still be made using Shift+ click to override the GoodData warning and this has no apparent adverse impact on the use in reports and dashboards.

*Note: the background color for the cells in the % Updated within SLA column is set as follows:

  • Greater than 95% displays a green background
  • Between 70% and 95% displays an amber background
  • Less than 70% displays a red background

Respond Violations Detailed Report

Select one of the "Respond Violations" totals link on the dashboard to drill down into a detailed report showing how the number of Initial response SLA violations has been calculated from the tickets under SLA.

Using this report it is possible to select the link behind the ticket ID and drill down into the ticket form in Zendesk.  

The drill down makes use of the report named SLA Respond Violated Detailed Report which in turn utilizes the # Initial Respond Violations metric.

The report also includes a number of ticket attributes in the How tab including the ticket ID, Creation Date and Status to help understand how and why the totals have been made up in the summary report on the dashboard.

*Note: the background color for the cells in the # Initial Respond Violations column is set as follows:

  • Greater than 5 displays a red background
  • Between 1 and 5 inclusive displays an amber background
  • 0 displays a green background

Follow-up Violations Detailed Report

Select one of the "Followed-up Violations" totals link on the dashboard to drill down into a detailed report showing how the total of update (follow-up) SLA violations has been calculated from all tickets under SLA.

Unlike the Initial Response there can be any number of required updates (follow-ups) during the life cycle of a ticket of which some or all of them could have violated the SLA.

Using this report it is possible to select the link behind the ticket ID and drill down into the ticket form in Zendesk.  

The drill down makes use of the report named SLA Update Violated Detailed Report which in turn utilizes the # Total Update Violations metric.

The report also includes a number of ticket attributes in the How tab including the ticket ID, Creation Date and Status to help understand how and why the totals have been made up in the summary report on the dashboard.

*Note: the background color for the cells in the Total Update Violations column is set as follows:

  • Greater than 5 displays a red background
  • Between 1 and 5 inclusive displays an amber background
  • 0 displays a green background

SLA Performance in Current Period

Sub Banner

SLA Performance in Current Period

The SLA Performance in Current Period dashboard provides a high level summary of performance within the current week, current month or current quarter.

*Note: by default the totals on the dashboard include tickets placed under all SLA plans, however, the reports in the dashboard  can be filtered to show the totals for one or more selected SLA plans.

Created This Week/This Month/This Quarter

The 3 "Created" totals in the first column on this dashboard show the number of tickets create this week, this month or this quarter that have been placed under SLA.

Each of these totals is generated using one of 3 reports (Created this Week, Created this Month or  Created this Quarter) that make use of the # Tickets Under SLA Metric.

Each report is filtered accordingly using the Date Created ticket field imported from Zendesk.

*Note: it is important to select the "/Year" variant of the filter otherwise the filter will return tickets created in the corresponding week, month or quarter for all years for which data exists in GoodData, rather than only those created during the current period.

Resolved/Closed This Week/This Month/This Quarter

The 3 "Resolved/Closed" totals in the first column on this dashboard show the number of tickets placed under SLA and have been solved this week, this month or this quarter.

Each of these totals is generated using one of 3 reports (Solved this Week, Solved this Month or Solved this Quarter) that make use of the # SLA Solved Tickets Metric.

Each report is filtered accordingly using the Date Solved ticket field imported from Zendesk.

*Note: it is important to select the "/Year" variant of the filter otherwise the filter will return tickets solved in the corresponding week, month or quarter for all years for which data exists in GoodData, rather than only those solved during the current period .

Responded with SLA This Week/This Month/This Quarter

The 3 "Responded within SLA" totals in the middle column on this dashboard show the % of tickets created this week, this month or this quarter that have passed the SLA for an initial response.

Each of these totals is generated using one of 3 reports (% Responded this Week, % Responded this Month or % Responded this Quarter) that make use of the % Responded within SLA Metric.

*Note: the background color for the report is set as follows:

  • Greater than 95% displays a green background
  • Between 70% and 95% displays an amber background
  • Less than 70% displays a red background

Each report is filtered accordingly using the Date Created ticket field imported from Zendesk.

*Note: it is important to select the "/Year" variant of the filter otherwise the filter will return tickets created in the corresponding week, month or quarter for all years for which data exists in GoodData, rather than only those created during the current period.

Followed-up with SLA This Week/This Month/This Quarter

The 3 "Followed-up within SLA" totals in the middle column on this dashboard show the % of required updates (follow-ups) that have passed the SLA for tickets created this week, this month or this quarter.

Each of these totals is generated using one of 3 reports (% Updated this Week, % Updated this Month or % Updated this Quarter) that make use of the % Updated within SLA Metric.

*Note: the background color for the report is set as follows:

  • Greater than 95% displays a green background
  • Between 70% and 95% displays an amber background
  • Less than 70% displays a red background

Each report is filtered accordingly using the Date Created ticket field imported from Zendesk.

*Note: it is important to select the "/Year" variant of the filter otherwise the filter will return tickets created in the corresponding week, month or quarter for all years for which data exists in GoodData, rather than only those created during the current period.

Respond Violations This Week/This Month/This Quarter

The 3 "Respond Violations" totals in the third column on this dashboard show the number of tickets created this week, this month or this quarter for which the SLA for an initial response has been violated.

Each of these totals is generated using one of 3 reports (% SLA Respond Violated this Week, % SLA Respond Violated this Month or % SLA Respond Violated this Quarter) that make use of the # Initial Respond Violations Metric.

*Note: the background color for the report is set as follows:

  • Greater than 5 displays a red background
  • Between 1 and 5 inclusive displays an amber background
  • 0 displays a green background

Each report is filtered accordingly using the Date Created ticket field imported from Zendesk.

*Note: it is important to select the "/Year" variant of the filter otherwise the filter will return tickets created in the corresponding week, month or quarter for all years for which data exists in GoodData, rather than only those created during the current period.

Follow-up Violations This Week/This Month/This Quarter

The 3 "Follow-up Violations" totals in the third column on this dashboard show the number of required updates (follow-ups) that have failed to pass the SLA for tickets created this week, this month or this quarter.

Each of these totals is generated using one of 3 reports (% SLA Update Violated this Week, % SLA Update Violated this Month or % SLA Update Violated this Quarter) that make use of the Total Update Violations Metric.

*Note: the background color for the report is set as follows:

  • Greater than 5 displays a red background
  • Between 1 and 5 inclusive displays an amber background
  • 0 displays a green background

Each report is filtered accordingly using the Date Created ticket field imported from Zendesk.

*Note: it is important to select the "/Year" variant of the filter otherwise the filter will return tickets created in the corresponding week, month or quarter for all years for which data exists in GoodData, rather than only those created during the current period.

Drill Downs into Detailed Reports

Selecting the link behind one of the totals in the middle and third column of the dashboard will drill down into a more detailed report explaining how the totals have been derived.

Responded within SLA Detailed Report

Select one of the "Responded within SLA" totals link on the dashboard to drill down into a detailed report showing how the % of passes has been calculated, i.e. # Initial Response within SLA / # Initial Response Required.

Using this report it is possible to select the link behind the ticket ID and drill down into the ticket form in Zendesk.  

The drill down makes use of the report named % Responded Detailed Report which in turn utilizes the metrics named # Initial Respond Violations, # Initial Response Required, # Initial Response within SLA and % Respond within SLA.

i.e. the % Respond within SLA used as the total in the dashboard equates to # Initial Response within SLA / # Initial Response Required.

*Note: this report will make use of the data set supplied from the dashboard and so will already filter by the corresponding week, month or quarter and selected SLA values.

*Also Note: the background color for the cells in the % Respond within SLA column is set as follows:

  • Greater than 95% displays a green background
  • Between 70% and 95% displays an amber background
  • Less than 70% displays a red background

Followed-up within SLA Detailed Report

Select one of the "Followed-up within SLA" totals link on the dashboard to drill down into a detailed report showing how the % of passes has been calculated, i.e. # Total Update Passes / # Total Updates Required.

Unlike the Initial Response there can be any number of required updates (follow-ups) during the life cycle of a ticket and it will often be the case that the Total Updates given will be less than the Total Updates Required (see the metric named Total Updates Required for circumstances in which this will be the case).

Using this report it is possible to select the link behind the ticket ID and drill down into the ticket form in Zendesk.  

The drill down makes use of the report named % Updated Detailed Report which in turn utilizes the metrics named Total Update Passes, Total Update Violations, Total Updates Given and % Updated within SLA.

i.e. the % Updated within SLA used as the total in the dashboard equates to Total Update Passes / Total Updates Required.

*Note: this report will make use of the data set supplied from the dashboard and so will already filter by the corresponding week, month or quarter and selected SLA values.

*Also Note: when using certain SLA metrics in reports it is sometimes the case that GoodData indicates the metric as unavailable for use and the same is also sometimes true for certain attributes in the How tab. However, the selection can still be made using Shift+ click to override the GoodData warning and this has no apparent adverse impact on the use in reports and dashboards.

*Note: the background color for the cells in the % Updated within SLA column is set as follows:

  • Greater than 95% displays a green background
  • Between 70% and 95% displays an amber background
  • Less than 70% displays a red background

Respond Violations Detailed Report

Select one of the "Respond Violations" totals link on the dashboard to drill down into a detailed report showing how the number of Initial response SLA violations has been calculated from the tickets under SLA.

Using this report it is possible to select the link behind the ticket ID and drill down into the ticket form in Zendesk.  

The drill down makes use of the report named SLA Respond Violated Detailed Report which in turn utilizes the # Initial Respond Violations metric.

The report also includes a number of ticket attributes in the How tab including the ticket ID, Creation Date and Status to help understand how and why the totals have been made up in the summary report on the dashboard.

*Note: the background color for the cells in the # Initial Respond Violations column is set as follows:

  • Greater than 5 displays a red background
  • Between 1 and 5 inclusive displays an amber background
  • 0 displays a green background

Follow-up Violations Detailed Report

Select one of the "Followed-up Violations" totals link on the dashboard to drill down into a detailed report showing how the total of update (follow-up) SLA violations has been calculated from all tickets under SLA.

Unlike the Initial Response there can be any number of required updates (follow-ups) during the life cycle of a ticket of which some or all of them could have violated the SLA.

Using this report it is possible to select the link behind the ticket ID and drill down into the ticket form in Zendesk.  

The drill down makes use of the report named SLA Update Violated Detailed Report which in turn utilizes the # Total Update Violations metric.

The report also includes a number of ticket attributes in the How tab including the ticket ID, Creation Date and Status to help understand how and why the totals have been made up in the summary report on the dashboard.

*Note: the background color for the cells in the Total Update Violations column is set as follows:

  • Greater than 5 displays a red background
  • Between 1 and 5 inclusive displays an amber background
  • 0 displays a green background