Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
How often targets are met, and how to read the number without being reassured by an average. Two metrics count different things: per ticket, per target.
Build it
- Dataset: Support - SLAs.
- Metric: % Achieved SLA tickets, or % Breached SLA targets if the failures are what you are working on.
- Attribute: by month, and by SLA metric.
- Filter: the last six months.
Those two metrics count different things. One is per ticket, met only when every target on it was met; the other is per target. A ticket that met its first reply target and breached resolution scores as a failure in the first and as one breach among several targets in the second.
The SLA metric attribute is what splits the picture usefully: First reply time, Next reply time, Agent work time, Requester wait time, Periodic update, Pausable update and Total resolution time. An overall figure of ninety per cent usually hides one of those sitting at sixty.
Achievement, not average time
A target is met or missed. An average response time can look excellent while a fifth of tickets breach, because the fast ones outnumber the slow ones.
The percentage achieved is what the commitment says and what a customer experiences.
Split by target
First reply, next reply, resolution. They fail for different reasons: first reply is staffing, resolution is complexity or a dependency on somebody else.
A single combined figure hides which one is the problem.
Look at the breaches themselves
Not just the count. Read ten breached tickets and the cause is usually obvious and usually the same: an out-of-hours arrival, a specific customer type, a group with no cover.
Split by priority
Meeting the target on low priority and missing it on urgent is much worse than the combined number suggests, and it is a common shape.
Check the policy before the performance
A target nobody agreed, or one set to a round number years ago, produces breaches that mean nothing. Confirm the target is real before treating the number as a problem.
Report it with volume
Ninety per cent achievement on forty tickets and on four thousand are different achievements. Both numbers, always.
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