The reports in this dashboard provide a graphical representation of the performance against the SLA for updates (follow-ups) across current and previous weekly, monthly and quarterly periods .
The number of SLA passes is represented by the green bars and if there are any violations these are stacked above the passes using a red bar.
*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.
Follow-up Passed vs Violated This/Previous Week/Month/Quarter
The six reports on this dashboard show the total number of passes and the total number of violations of the SLA in place for updates (follow-ups) broken down by tickets under each SLA plan.
These sets of totals are then grouped by current and previous period using 6 reports named Follow-up Passed vs Violated this Week, Follow-up Passed vs Violated this Month, Follow-up Passed vs Violated this Quarter, Follow-up Passed vs Violated previous Week, Follow-up Passed vs Violated previous Month and Follow-up Passed vs Violated previous Quarter.
All of there reports make use of the metrics named Total Update Passes and Total Update Violations.
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.