Metrics

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The following Metrics should be created in GoodData to calculate statistics concerning the number of SLA Violations and SLA Passes for Zendesk tickets.

The subsequent chapter named SLA Management Dashboards and Reports provides instructions on the use of these metrics in reports and the development of an example dashboard to report on the performance of your SLA's.

# Tickets Under SLA

Use this metric in reports and other metrics to identify tickets that have an assigned SLA with calculated due dates/times.

This is particularly useful when there is a need to perform calculations against a set of tickets for which any not under an SLA agreement have been filtered out.

# Unsolved Tickets SLA

This Metric is used to return a collection of tickets that have been put under SLA but have yet to be solved, i.e. are in the backlog:

# Solved Tickets SLA

This Metric is used to return a collection of tickets that have been put under SLA but have been solved or closed:

# Initial Respond Violations

Use this metric in reports and other metrics to identify tickets that have violated the SLA for the initial response.

# Initial Response within SLA

Use this metric in reports and other metrics to identify tickets that have passed the SLA for the initial response.

# Initial Response Required

This metric is generally used by other metrics where there is a need to identify the total of initial response SLA passes and SLA violations for a ticket or set of tickets, e.g. when there is a need to calculate the % of all passes or the % of all violations.

The metric is also used in tabular reports to where there is a need to understand how the % of passes or violations for the initial response SLA has been calculated.

% Responded within SLA

Use this metric in reports and other metrics where there is a need to calculate the % of initial responses against tickets that passed the SLA.

Total Update Violations

Use this metric in reports and other metrics where there is a need to identify the total number of violations for the update (follow-up) SLA.

Total Update Passes

Use this metric in reports and other metrics where there is a need to identify the total of all update (follow-up) SLA passes for a ticket or set of tickets.

Total Updates Required

This metric is generally used by other metrics where there is a need to identify the total of update (follow-up) SLA passes and SLA violations for a ticket or set of tickets, e.g. when there is a need to calculate the % of all passes or the % of all violations.

The metric is also used in tabular reports where there is a need to understand how the % of passes or violations for the update (follow-up) SLA has been calculated.

% Updated within SLA

Use this metric in reports and other metrics where there is a need to calculate the % of updates (follow-ups) against tickets that passed the SLA.

Metrics

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Metrics

The following Metrics should be created in GoodData to calculate statistics concerning the number of SLA Violations and SLA Passes for Zendesk tickets.

The subsequent chapter named SLA Management Dashboards and Reports provides instructions on the use of these metrics in reports and the development of an example dashboard to report on the performance of your SLA's.

# Tickets Under SLA

Use this metric in reports and other metrics to identify tickets that have an assigned SLA with calculated due dates/times.

This is particularly useful when there is a need to perform calculations against a set of tickets for which any not under an SLA agreement have been filtered out.

# Unsolved Tickets SLA

This Metric is used to return a collection of tickets that have been put under SLA but have yet to be solved, i.e. are in the backlog:

# Solved Tickets SLA

This Metric is used to return a collection of tickets that have been put under SLA but have been solved or closed:

# Initial Respond Violations

Use this metric in reports and other metrics to identify tickets that have violated the SLA for the initial response.

# Initial Response within SLA

Use this metric in reports and other metrics to identify tickets that have passed the SLA for the initial response.

# Initial Response Required

This metric is generally used by other metrics where there is a need to identify the total of initial response SLA passes and SLA violations for a ticket or set of tickets, e.g. when there is a need to calculate the % of all passes or the % of all violations.

The metric is also used in tabular reports to where there is a need to understand how the % of passes or violations for the initial response SLA has been calculated.

% Responded within SLA

Use this metric in reports and other metrics where there is a need to calculate the % of initial responses against tickets that passed the SLA.

Total Update Violations

Use this metric in reports and other metrics where there is a need to identify the total number of violations for the update (follow-up) SLA.

Total Update Passes

Use this metric in reports and other metrics where there is a need to identify the total of all update (follow-up) SLA passes for a ticket or set of tickets.

Total Updates Required

This metric is generally used by other metrics where there is a need to identify the total of update (follow-up) SLA passes and SLA violations for a ticket or set of tickets, e.g. when there is a need to calculate the % of all passes or the % of all violations.

The metric is also used in tabular reports where there is a need to understand how the % of passes or violations for the update (follow-up) SLA has been calculated.

% Updated within SLA

Use this metric in reports and other metrics where there is a need to calculate the % of updates (follow-ups) against tickets that passed the SLA.

Metrics

Sub Banner

The following Metrics should be created in GoodData to calculate statistics concerning the number of SLA Violations and SLA Passes for Zendesk tickets.

The subsequent chapter named SLA Management Dashboards and Reports provides instructions on the use of these metrics in reports and the development of an example dashboard to report on the performance of your SLA's.

# Tickets Under SLA

Use this metric in reports and other metrics to identify tickets that have an assigned SLA with calculated due dates/times.

This is particularly useful when there is a need to perform calculations against a set of tickets for which any not under an SLA agreement have been filtered out.

# Unsolved Tickets SLA

This Metric is used to return a collection of tickets that have been put under SLA but have yet to be solved, i.e. are in the backlog:

# Solved Tickets SLA

This Metric is used to return a collection of tickets that have been put under SLA but have been solved or closed:

# Initial Respond Violations

Use this metric in reports and other metrics to identify tickets that have violated the SLA for the initial response.

# Initial Response within SLA

Use this metric in reports and other metrics to identify tickets that have passed the SLA for the initial response.

# Initial Response Required

This metric is generally used by other metrics where there is a need to identify the total of initial response SLA passes and SLA violations for a ticket or set of tickets, e.g. when there is a need to calculate the % of all passes or the % of all violations.

The metric is also used in tabular reports to where there is a need to understand how the % of passes or violations for the initial response SLA has been calculated.

% Responded within SLA

Use this metric in reports and other metrics where there is a need to calculate the % of initial responses against tickets that passed the SLA.

Total Update Violations

Use this metric in reports and other metrics where there is a need to identify the total number of violations for the update (follow-up) SLA.

Total Update Passes

Use this metric in reports and other metrics where there is a need to identify the total of all update (follow-up) SLA passes for a ticket or set of tickets.

Total Updates Required

This metric is generally used by other metrics where there is a need to identify the total of update (follow-up) SLA passes and SLA violations for a ticket or set of tickets, e.g. when there is a need to calculate the % of all passes or the % of all violations.

The metric is also used in tabular reports where there is a need to understand how the % of passes or violations for the update (follow-up) SLA has been calculated.

% Updated within SLA

Use this metric in reports and other metrics where there is a need to calculate the % of updates (follow-ups) against tickets that passed the SLA.

Metrics

Sub Banner

Metrics

The following Metrics should be created in GoodData to calculate statistics concerning the number of SLA Violations and SLA Passes for Zendesk tickets.

The subsequent chapter named SLA Management Dashboards and Reports provides instructions on the use of these metrics in reports and the development of an example dashboard to report on the performance of your SLA's.

# Tickets Under SLA

Use this metric in reports and other metrics to identify tickets that have an assigned SLA with calculated due dates/times.

This is particularly useful when there is a need to perform calculations against a set of tickets for which any not under an SLA agreement have been filtered out.

# Unsolved Tickets SLA

This Metric is used to return a collection of tickets that have been put under SLA but have yet to be solved, i.e. are in the backlog:

# Solved Tickets SLA

This Metric is used to return a collection of tickets that have been put under SLA but have been solved or closed:

# Initial Respond Violations

Use this metric in reports and other metrics to identify tickets that have violated the SLA for the initial response.

# Initial Response within SLA

Use this metric in reports and other metrics to identify tickets that have passed the SLA for the initial response.

# Initial Response Required

This metric is generally used by other metrics where there is a need to identify the total of initial response SLA passes and SLA violations for a ticket or set of tickets, e.g. when there is a need to calculate the % of all passes or the % of all violations.

The metric is also used in tabular reports to where there is a need to understand how the % of passes or violations for the initial response SLA has been calculated.

% Responded within SLA

Use this metric in reports and other metrics where there is a need to calculate the % of initial responses against tickets that passed the SLA.

Total Update Violations

Use this metric in reports and other metrics where there is a need to identify the total number of violations for the update (follow-up) SLA.

Total Update Passes

Use this metric in reports and other metrics where there is a need to identify the total of all update (follow-up) SLA passes for a ticket or set of tickets.

Total Updates Required

This metric is generally used by other metrics where there is a need to identify the total of update (follow-up) SLA passes and SLA violations for a ticket or set of tickets, e.g. when there is a need to calculate the % of all passes or the % of all violations.

The metric is also used in tabular reports where there is a need to understand how the % of passes or violations for the update (follow-up) SLA has been calculated.

% Updated within SLA

Use this metric in reports and other metrics where there is a need to calculate the % of updates (follow-ups) against tickets that passed the SLA.