You can view the reports in the using the following optionshave the option to switch the report view between the following modes, where both the graph and detailed data change accordingly: - SLA by Day of the Week: This report shows how many tickets meet or exceed their SLA deadlines on different specific days. It aggregates the data for each specific day (For example, such as all Mondays or all Tuesdays , Tuesdays, etc., within the given range)selected date range. This helps identify patterns where ticket performance may vary based on the day.
- SLA by Hour: This report displays provides a breakdown of ticket performance with SLAs based on the hour of the day (by hour. For example, tickets exceeding it shows how many tickets exceeded their SLA at 6 AM or , 12 PM). This granular view helps identify potential issues with ticket resolution timing., etc.
- Tickets Meeting or Exceeding SLA: This compares the percentage of tickets that either meet or exceed their SLA deadlines. Adding the two together should equal 100%, representing the full spectrum of ticket performance against SLAs.
These different views allow you to customize the report based on the aspect of SLA performance you require to analyze. |