Hello! I'm using the Zendesk Support dasboard that comes by default with Explore and I'm looking at tickets from last week (2/4- 2/10). It says SLA achievement rate (% of achieved tickets from the total number of SLA tickets) is 100%. However, right next to it, it says there is one SLA breached ticket (Tickets that have at least one SLA target breach) and 7 SLA achieved tickets.
It would seem like data contradicts itself. Drilling in, it seems the one breached ticket (#2212 for reference) is not listed in the SLA achievement rate ticket list. #2212 was created on 2/2, however that ticket's breached target was due on 2/6 (or at least that's the SLA update timestamp) so it should be counted for this period, right? Even when scrolling down and looking at the "Achieved and breached SLA targets by metric" chart, it seems like it doesn't count the 2/6 breached target either.
This is really confusing. I'd appreciate it if anyone could help me understand what's going on and if I'm interpreting data the wrong way. Still, I can't help but think this dashboard isn't very intuitive at all.
Thanks,
José
The SLA achievement rate metric in question that is at 100% excludes tickets with an active SLA metric status which looks to be the case for your breached ticket. A helpful tip I use is that if you are curious about the default dashboards what you can do is create a clone of the dashboard that way you can go in and edit and see what filters are being used.