The SLA Performance in Previous Period dashboard provides a high level summary of performance within the previous week, previous month or previous 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.
The functionality of this dashboard mirrors provided by the dashboard named SLA Performance in Current Period in all but the name and filters of certain specific reports where relevant.
Where the SLA Performance in Current Period dashboard makes reference to and use of filters for this week, this month and this quarter, the SLA Performance in Previous Period makes use of last week, last month and last quarter.
Beyond this all reports in this dashboard make use of the same metrics and the same drill down/detailed reports as the SLA Performance in Current Period dashboard, since these all inherit the date filters form the dashboard.
Please therefore refer to the section of this manual named SLA Performance in Current Period detailed overview of functionality.