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Metrics & SLAs

Service Level Agreements (SLAs) and metrics are crucial for tracking ticket performance and ensuring timely resolution. They help organizations maintain service standards and identify areas for improvement.

SLA Configuration​

SLAs define the time frames within which tickets should be addressed or resolved:

SLA Components​

  • Name: A descriptive title for the SLA (e.g., "Critical Issue Response")
  • Description: Explanation of what the SLA covers
  • Application Criteria: Conditions that determine when the SLA applies
  • Time Targets: The timeframes that must be met
  • Business Hours: Whether the SLA runs on business hours or calendar hours
  • Escalation Rules: Actions to take when SLA thresholds are approaching or breached

SLA Metrics​

Common metrics that can be tracked include:

  • First Response Time: Time between ticket creation and first agent response
  • Resolution Time: Total time from creation to resolution
  • Agent Work Time: Actual time spent working on the ticket
  • Time in Status: How long tickets remain in specific statuses

Metric Tracking​

The system allows for comprehensive metric tracking across various dimensions:

Default Metrics​

  • Volume: Total number of tickets
  • Average Resolution Time: Average time to resolve tickets
  • SLA Compliance: Percentage of tickets meeting SLA requirements
  • Agent Performance: Metrics per agent

Custom Metrics​

Create custom metrics based on specific business needs:

  • Define the metric name and calculation method
  • Select the fields or events to track
  • Set up visualization preferences for reporting

Metric_SLA

SLA_config

Performance Dashboards​

Metrics can be visualized in customizable dashboards:

  • Real-time Dashboards: Live view of current ticket status and metrics
  • Historical Analysis: Trend analysis over time periods
  • Comparative Views: Performance across teams, agents, or ticket types
  • Drill-down Capabilities: Ability to examine specific tickets contributing to metrics

sla_metric