SLA applied Tickets

Number of tickets where SLA is applied.

SLA compliance rate

Percentage of tickets where SLA was met out of all tickets where SLA is applied.

Active tickets with SLA breaches

Number of Active Tickets that breached an SLA.

Tickets with SLA warning

Number of Active Tickets that about to breach an SLA.

Resolution compliance rate

Percentage of tickets where Resolution SLA was met out of all tickets where Resolution SLA is applied.

First Response compliance rate

Percentage of tickets where First Response SLA was met out of all tickets where First Response SLA is applied.

Next Response compliance rate

Percentage of tickets where Next Response SLA was met out of all tickets where Next Response SLA is applied.

SLA compliance rate

Percentage of tickets where SLA was met, missed, or still in progress out of all tickets where SLA is applied.

SLA breaches by Customer tier

Number of Tickets where SLA was breached distributed over customer type and severity.

SLA Breached Tickets per Customer

Number of Tickets with SLA breaches for each customer.

SLA breaches by Channel

Number of tickets where SLA was breached for each source channel.

SLA breaches by Subtype

Number of tickets where SLA was breached for each ticket subtype.

SLA breaches by Owner

Number of Tickets with SLA breaches for ticket owners.

Avg CSAT by SLA status

Average CSAT rating of tickets w.r.t. their SLA status and severity.

Unassigned Tickets with SLA breaches per Customer

Number of Unassigned Tickets with SLA breaches for each customer.