Showing SLA metrics for specific agents over period of time

My big ask data is:

• If I have a goal of 95% of tickets solved within a certain time (set in the SLA's), I need to be able to see how many tickets the agents answered, and see how many of those tickets were answered within their respective SLA timeframe
• also need to be able to track the time that the new ticket was open for before being either solved out or sent as pending status to another agents (in order to see if they were answered within the SLA timeframe)

Hi VK,

Thanks for reaching out in our community! Based on the information you have provided so far you should be able to create a query (or possibly multiple queries) that meet your needs.

The reason I mention multiple queries is that you're after quite a lot of data in one report. It might be more user friendly to split out the queries based on the SLA metric. For example, you may want to have a query just reporting on first reply time, as trying to include the duration of the SLA across all the metrics in one report will be quite messy.

I've included a screenshot below of what an example query may look like for you. Note up the top that I've included filters for the date of the SLA update and the SLA policy name.

I note that you mentioned you're not seeing the SLA policy names that you're expecting in Explore, so I'll also send you a ticket so we can follow that up. Thanks!

Can you help me understand some logic and how it would play into these reports? If we have a CCSS SLA that you have to answer a ticket within 15 minutes - what happens if a ticket gets created in the CCSS queue, it breaches without an agent touching it, then an agent takes it 2 hours later - does that breach count against them? At what point is the ticket assigned/owned by them? The first time they submit as pending/open/solved?

Furthermore, if an agent's % of achieved/breached is 80/20, is Explore able to deep dive into those figures and break down or list each ticket, its SLA time, and how long it took to answer that ticket, or is that something outside Explorers capability?

Hi VK,

If the ticket is assigned to the agent, and on your query, you slice your data by the assigned agents, then the breach would be counted against this agent. A ticket won't be assigned on an agent unless the assignee field on the ticket is updated. SLA breaches will be attached to the ticket and not to agents. So, the breach will appear to be attached to the agent if they are assigned with the ticket, and you breakdown your data on the query by ticket assignee name. 

You can add the attribute Ticket ID as column/row on the query if you wish to see the ticket numbers on your report. Alternatively, you can click on a cell (containing a value/number), and then select Drillthrough. You can refer to this article to read more on how to use drillthrough. 

Hops this helps. Thank you!

Using SLA adherence as an Agent performance metric is something we're really struggling with too.  The biggest issue is that when you add 'Assignee name' to you query, you're attributing the SLA data for a ticket to the Agent currently assigned to the ticket. That's only accurate if the ticket has had a single assignee.

For this reason it seems that it is only possible to report on SLA adherence at a policy level.

If anyone has found a way round this I would love to hear how you did it! We're looking at ticket sampling to manually record agent performance against our SLAs, which is less than ideal.

Adding my voice to this being a requirement. Some form of historical tracking for ticket assignment is needed.

Hi guys,

Thank you for posting your feedback in here! We appreciate this. I'll mark this as product feedback so that this will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.

In addition, I encourage you to create a new post in the Explore Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

Thank you!

Hi,

I wonder how to use between in calculated metrics. Let's say I want to find how many tickets that have response time "between 24 - 36 hours"

and If I create formula add "< BETWEEN(24,36) it have an issue.
But If I create formula, "<24-36", I think it's only find response time <24 hours.

Thanks! need your advice  

Hello 397219629854,

So it does seem like you might be setting up your formulas in a way that is counterproductive to what you are trying to accomplish. I would recommend using the following recipe I've attached below to achieve the calculated metric you are trying to create.

Let us know if this helps and if there are any other Explore related questions we can help with.

Best regards. 

Hi Devan,

I am curious how to define how long the SLA response on last assignee (on Zendesk Explore). If I use ticket updates dataset, is impossible to add response time neither so if I use sla performance, impossible to add updater on that.

Need your advice.
Thanks