There are two widgets that can be used to monitor SLA success rates.

The Closed Cases Resolution & Response Time By Period widget provides details on closed cases, with regards to resolution SLAs and response SLAs. Results caan be viewed and compared over a number of months

The Closed Cases Resolution & Response Time widget provides similar information for a specific time period - check this article for details.


Widget: Closed Cases Resolution & Response Time By Period

This widget shows data over a range of months. Here, we can see the percentage of response and resolution SLAs that were met. Please note that only cases with a category that has a response SLA assigned will be included in response SLA figures.

The widget can be used to compare figures over a period of time.

Above we can see the figures for October and November, then the average. Note the empty column for Response SLA in October - this is because, at this time, the case categories had no response SLA assigned.


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 "...by team". 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 - This widget is designed to show details in monthly periods only. Please note, these are calendar months.

Initial Offset - You can choose to apply an offset to the filtered period, e.g. show two months behind. This value determines the beginning of the chosen timespan.

Initial Span - Choose the number of months to display. We recommend displaying a maximum of around 6 months, and setting the widget position to Full display mode. This may depend on your screen resolution and size. If you need to cover a longer period than can be displayed in one widget, you may wish to create a second to cover the later period.

  • Use Initial Span 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.

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.


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

  • My View (if enabled, this will show results for the current user only)

  • Date Filter - choose whether the case creation or resolution date should be used for filtering

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.

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