Hi everyone,
I am trying to make a Explore receipe for SLA performance based on below article.
https://support.zendesk.com/hc/en-us/articles/4408835960602-Explore-recipe-Reviewing-SLA-performance
What I want to achieve is:
To make metric completion time is between 1) 0-48 hours and 2) over 48 hours.
Then, how should I set the metric for?
Any advice woule be highly appreciated. Thank you!!
*Original (What article mentioned as an example)
IF (VALUE(SLA metric completion time(min))<120) THEN "0-2 hours" ELSE
IF (VALUE(SLA metric completion time(min))<240) THEN "2-4 hours" ELSE
IF (VALUE(SLA metric completion time(min))<480) THEN "4-8 hours" ELSE "Over 8 hours"
ENDIF ENDIF ENDIF
*Changed (Customized one)
IF (VALUE(SLA metric completion time(min))<2879) THEN "0-48 hours" ELSE
IF (VALUE(SLA metric completion time(min))<2880) THEN "48hours" ELSE "Over 48 hours"
ENDIF ENDIF ENDIF
You can try to use the formula below to remove the error.
However, based on your values, it will be better to optimize it and remove 48 hours.