This section of the dashboard shows the default state of your SLA monitoring. You can select the SLA filters based on monthly views or set a custom date range as needed. Ensure to select the appropriate SLAs for an accurate display of performance metrics.
For more granular insights, use the custom date range feature. Click on the calendar icon to choose the start and end dates, which allows you to analyze the performance data within specific timeframes that matter to your business operations.
The performance metrics provide a quick snapshot of your current SLAs. A percentage score reflects the compliance level for each SLA. A score of 100% indicates full compliance, whereas any lower score points to potential areas for improvement.
Tickets will be counted as soon as your SLA is completed and the ticket is solved as shown in the image. It is understood that the demand was met in this situation after closing the customer's request.
The panel % calculation then takes into account the resolution date, total quantity, on-time and off-time quantity.
Simple formula. Total tickets within the deadline / Total tickets * 100 = Result in %.
See the example in the image.