SLA Statistics

juan.pridgen
juan.pridgen Member Posts: 5 ✭
edited December 2023 in Knowledge Base

I have been hunting for some clearity in the understanding SLA Statistics in the dashboard. We have looked at the SLA setting and some of our other settings and I can't figure out why the times jump in the first reponse times. We have responded during our business hours within the SLA time frame.

The only thing I can think is that when a ticket is created over the weekend or late on Friday the time is still active somehow.

Bottomline, is there some way to dive deeper into the reports to see what tickets are affecting the stats?

Thanks,

Juan

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Comments

  • sandeep.h
    sandeep.h Member Posts: 18 ✭✭

    Hi Juan,

    I have asked for the SLA deep dive for a long time. SLA reports doesn't make sense for me and so we are not using it. I still have to play with the Advanced report but I think there was something missing in terms of First response.

    In IT industry I think SLA can't be just on resolution time because multiple vendors could be involved. Our SLA is more bound toward first response time but I think that part is missing in the Advanced report.

    I'm using API to pull the data out and using Excel to generate my SLA reports.

    regards,

    Sandeep

  • kim
    kim Member Posts: 113 ✭✭✭

    Hi Juan!

    I would have to agree with Sandeep that relying just on resolution time in our industry isn't as valuable to me as First Call Resolution. I'd rather get the issue corrected once as it may go though many other channels before a solution arises and then document it so that in the future the overall time for clients with a similar issue goes down.

    However in reference to your question, I haven't tried this yet, but what if you set a ticketing automation rule? It could be something like if the time goes over your set SLA, then you can flag it with some kind of custom field that you can then report on. I'm not sure which reporting plan you're on but if you're not on the Power plan, maybe you can trial that and see if the advanced reporting features help.

    Sincerely,

    Kim

  • nina
    nina Internal Posts: 428 ✭✭✭✭✭

    Hi @juan.pridgen and @sandeep.h - The dashboard does a quick calculation and averages the difference between the first response to ticket opening, and ticket closure to opening. It does not take into account "working days", so tickets opened during the weekend do skew the results slightly.

    TL;DR You can use the advanced reports to have a deeper dive or use the classic SLA report (that takes into account the working hours as defined by your business).

    Hope this helps!

  • sandeep.h
    sandeep.h Member Posts: 18 ✭✭

    Hi Nina, thanks. Yes, I need to play a bit with the Advanced Reports. All our SLA depends on First Response and field is not there in Ticket Advanced report. It has pre-configured fields like "ticket was closed within SLA" or not but its only considering Resolution/closure time. Can additional fields be added for First Response? I tried creating Custom Fields but I'm having trouble. Example I tried during (first comment time - first response due date) but it was complaining about date and number. Nina can you please point me where I can find detailed guide for Advanced reports.

  • nina
    nina Internal Posts: 428 ✭✭✭✭✭
    https://community.atera.com/discussion/comment/796#Comment_796

    Maybe these filters might help?

    image (1).png

  • sandeep.h
    sandeep.h Member Posts: 18 ✭✭

    Hi Nina,

    As you have the column for "Ticket Closed Outside SLA (yes/no)", similarly I want a column for "Ticket responsed within SLA (yes/no)". Which will calculate the time between "First response due" and "Technician First Comment time".

    I tried to create a custom field for that but its not liking the format. Let me know if there is any guide I can follow for custom fields in Advanced reports.

    Regards,

    Sandeep

  • kim
    kim Member Posts: 113 ✭✭✭
    https://community.atera.com/discussion/comment/846#Comment_846

    This field would be very helpful with reporting so that way we can use some excel magic to give us the data that we need for our KBRs.

    Thanks @sandeep.h !

    Sincerely,

    Kim

  • nina
    nina Internal Posts: 428 ✭✭✭✭✭

    Hi @sandeep.h, @kim and @juan.pridgen - Thank you for this!

    I would suggest adding and upvoting this item on Atera's feature board, UserVoice.

    @sandeep.h - I've opened a ticket with Support on your behalf. They should be able to assist you with your advanced reporting questions via Looker.

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