There are two widgets that can be used to monitor SLA success rates.
The Closed Cases Resolution & Response Time widget provides details on closed cases, with regards to resolution SLAs and response SLAs. This article details how you can configure and use the widget.
You may also wish to use the Closed Cases Resolution & Response Time By Period widget, which provides similar information across several months. Check this article for more details on this widget.
Widget: Closed Cases Resolution & Response Time - Fields
The fields present are:
Response SLA Met % - The percentage of cases that had their response SLA met (cases with no response SLA are excluded)
Resolution SLA Met % - The percentage of cases that had their resolution SLA met (cases with no resolution SLA are excluded)
Response SLA Met - Number of cases that had their response SLA met.
Total Response SLA - Total number of cases that have a response SLA.
Total Resolution SLA - Total number of cases that have a resolution SLA.
e.g. Response SLA Met % equals Response SLA Met as a percentage of Total Response SLA.
Adding a phone call task, email task, or customer-visible note to a case will count as a response.
Settings
There are a number of configuration options for this widget. Users with the required role can click the cog icon on the widget to change these settings.
Title - Widget duplicates can be renamed to reflect their configuration e.g. "..by user" or "...this month". Please note that this will change the name for all users.
Display Items - Maximum number of lines shown for this widget. Please make sure this is high enough to include everything you need, or you may miss data and see incomplete totals.
Timespan Type - Choose between day / week / month / quarter / year. Please note that these refer to calendar periods
Initial Offset - You can choose to apply an offset to the filtered period, e.g. show two months behind, 3 weeks ahead etc. The unit of time will match the timespan type. This value determines the beginning of the chosen timespan.
Initial Span - Choose the timespan to be reflected, based on the timespan type chosen - e.g. 10 days, 2 weeks etc. Again, please keep in mind that this refers to calendar periods. If you want to ignore calendar periods, please use days as your timespan type.
Use this in combination with Initial Offset to create a view of a rolling period. For example, a span of 3 months with an offset of -3 months will show you the last three calendar months.
A span of 14 days with an initial offset of 14 days will show you results for the last 14 days, ignoring calendar weeks.
Conversely, a span of 2 weeks with an initial offset of 2 weeks will show you results from the last two calendar weeks.
Group Type - Determines how results will be grouped. You can either use Username or Team. The selection will be used for display only. Filtering can be done by either user or team, regardless of how results are grouped.
Date Filter - You can choose to use either case creation or case close date for filtering purposes. If you leave this at Default, it will use the creation date. Note that, if you are using creation date, you should also set case status filters, and select all of your closed states e.g. Completed. This is so that only closed cases are included. Closed date may be simpler to use.
Filtering
There are numerous options for filtering:
Users - This refers to case owner.
Teams - This refers to any team that the case owner is part of - not any team assigned directly to the case.
Include / Exclude Internal (based on case category)
Case Categories
Case Sub-Categories
Priorities
Request Types
Case Status
My View (if enabled, this will show results for the current user only)
Note that you can also move back and forwards between periods with the arrow buttons shown. This is a temporary view change, and the widget will revert to its saved configuration when the dashboard is reloaded.
