Service Level Agreements (SLAs) may include agreements regarding resolutuon fulfillment. That is, they may require a specific percentage of issues that must be resolved within a given period of time. . The SLA report allows you to specify the thresholds for resolution fulfillment and see how well agents are maintaining them. The report is displayed as a graph, so that, for example, if the minimum threshold is 93% resolution, the report would show a line that is green when safely above the threshold, yellow when the threshold is being approached, and red when the threshold is breached. Specifically:
Fulfilled Percentage is colored green and represents any value greater than the configured fulfillment percentage threshold. The workspace administrator may configure Resolution and/or Response Due Dates in Service Level Management. The percentage of fulfillment displayed in the report is the percentage of issues that fulfilled the resolution or response time out of all the issues that were resolved or responded, plus all the issues that are still unresolved or unresponded whose due date is less than current date and time. An issue is considered to fulfill the SLA for resolution or response if the server resolved or responded date is less than or equal to the due dates(s). If no due date has been set for resolution or response, the issues are ignored when calculating the percentage.
The default Watch Percentage is colored yellow and represents any value between five percent below the fulfillment percentage threshold and the fulfillment percentage threshold.
The default Warning Percentage is colored red and represents any value between zero and five percent below the Watch Percentage.
If there are no issues that meet the criteria for the report, the line on the graph is colored gray.
In addition, agents can generate a Drill-down report that displays more details of the Service Level fulfillment data.
Customize the SLA Created, Activated, or All Activity Report
To customize the report, on the Executive Dashboard page:
Click the pencil icon beside the title of the report. The customization fields are displayed.
Name field—In the first field, where it says SLA "Created", "Activated" or "All Activity", enter a name for the report.
Metric—There are two options for the metric, but if only one of them is configured by the workspace administrator in Service Level Management, then only that option is displayed. Options are:
Resolution Due Date—The amount of time allowed for issue resolution for this
service level.
Response Due Date—The amount of time allowed for issue response for this
service level.
Qualifier—Select data from This time period or the Previous time period.
Time period—Options are:
Day—Refers to the current or previous day. If, for example, you requested data for the current day, the data would cover the period from 12:00:01 that morning until the current time. Data for the previous day would include data for the entire 24 hours of the previous day.
Week—Refers to the current or previous week. If, for example, you requested data for the current week, the data would cover the period from 12:00:01 Sunday morning until the current time. Data for the previous week would include data for the entire seven days of the previous week.
Month—Refers to the current or previous week. If, for example, you requested data for the current month, the data would cover the period from 12:00:01 on the first day of the month until the current time. Data for the previous month would include data for all days of the previous month.
Quarter—Refers to the current or previous quarter (three month periods defined as January through March, April through June, July through September, or October through December of a given year). If, for example, you requested data for the current quarter, the data would cover the period from 12:00:01 on the first day of the quarter until the current time. Data for the previous quarter would include data for all three months.
Year—Refers to the current or previous year. If, for example, you requested data for the current year, the data would cover the period from 12:00:01 on January 1st until the current time. Data for the previous year would include data for all days of the previous year.
SLA Issues—Select from one to five types of service level in which to report. Multiple levels can be selected by using SHIFT-CLICK or CTRL-CLICK.
Set Thresholds—Set the threshold level for the graph.The percentage for resolution fulfillment is set by the workspace administrator when the administrator configures the SLAs within FootPrints. The agent can specify:
Watch Percentage—Enter a number from zero to the Fulfillment Percentage to determine when the line on the graph becomes yellow, indicating that fulfillment may not be achieved.
Warning Percentage—Enter a number from zero to the Watch Percentage to determine when the line on the graph becomes red, warning that fulfillment has fallen dangerously below contracted levels..
Edit Optional Fields—Click the link to filter the SLA report. You can filter the SLA report based on up to six fields, as follows:
Filter fields—Up to six fields can be used for filtering the report results. Filters are inclusive. That is, only issues that contain the filter item in the specified field are counted. To set a filter, click the pencil icon beside one of the empty fields. Select the items you want to use to filter the report from one of the drop-down lists. For drop-down and multi-select fields, you can select multiple values. You have the option of filtering the report using any combination of the following per field:
Up to three workspace fields can be used to filter the Watchlist Report. The following values can be selected for workspace fields:
No Filter—No issues are excluded.
Priority
Status
Assignee Field (Including Teams)
Custom Drop Down fields in the Workspace
Custom Multi-select fields in the Workspace
Custom Checkbox fields in the Workspace
The fourth filter can be selected from the custom single-line character fields available in the issues.
The fifth and sixth filters may be picked from the following list or the workspace’s address book fields:
No Filter—No issues are excluded.
Custom Character (Single Line)
Custom Supervisor fields
Custom Drop Down fields
Custom Multi-select fields
Custom Checkbox fields
The Address Book fields listed will be the fields from the Address Book that is currently associated with the Workspace.
Click Save to save the customization or Cancel to clear the form.
SLA Drill-down Report
By clicking on a metric in a SLA report, an agent can view a Drill-down report. A Drill-down report displays additional details of the Service Level fulfillment data. The following metrics support drill-down:
Response Fulfillment
Resolution Fulfillment
When a metric that supports drill-down is clicked, the Drill-down report is displayed in either a new window or a new tab (depending on browser settings). The Drill-down report displays different columns depending on the metric that is clicked:
Response Fulfillment—The title of the report is Response Fulfillment. The values displayed are:
Total Response Fulfillment
Total Responded
Total Responded that Fulfilled SLA
Total Responded that Breached SLA
Total still not Responded/Unresolved
Total still Not Responded/Unresolved that Breached SLA
Further drill-down can be performed by clicking on any of the metrics in the Drill-down report. The issue numbers in the report are links. When the issue number link is clicked, the issue is displayed in FootPrints. Results depend on the metric selected, as follows:
Total Part of Response Fulfillment—The title of the report is "NUMBER_OF_RESPONDED + NUMBER_OF NOT_RESPONDED_THAT_BREACH_SLA Issues part of Response Fulfillment". The Issues that did not fulfill are highlighted in red. The columns for the report are:
Number
Priority
Title
Status
Assignees
Response Due Date
Total still not Responded—The title of the report is "NUMBER_OF_NOT_RESPONDED Issues that have not yet been Responded to". The columns for the report are the same as for the previous report (Total Part of Response Fulfillment).
Total still Not Responded that Breached SLA—The title of the report is "NUMBER_OF_RESPONDED_THAT_BREACH_SLA Issues not yet Responded that have already breached the SLA.". The columns for the report are the same as for Total Part of Response Fulfillment.
Total Responded—The title of the report is "NUMBER_OF_RESPONDEDIssues Responded". The Issues that did not fulfill are highlighted in red. The columns for the report are:
Number
Priority
Title
Status
Assignees
Response Date
Response Due Date
Responded that fulfilled SLA—The title of the report is "NUMBER_OF_RESPONDED_THAT_FULLFILLED_SLA Issues Responded before RESPONSE_TIME". The columns for the report are the same as for the previous report (Total Responded).
Responded that Breached SLA—The title of the report is "NUMBER_OF_RESPONDED_THAT_BREACH_SLA Issues Responded after RESPONSE_TIME". The columns for the report are the same as for Total Responded.
Total Part of Resolution Fulfillment—The title of the report is "NUMBER_OF_RESOLUTION + NUMBER_OF NOT_RESOLVED_THAT_BREACH_SLA Issues part of Resolution Fulfillment". The Issues that did not fulfill are highlighted in red. The columns for the report are:
Number
Priority
Title
Status
Assignees
Resolution Due Date
Total Unresolved—The title of the report is "NUMBER_OF_UNRESOLVED Issues Unresolved". The columns for the report are the same as for the previous report (Total Part of Resolution Fulfillment).
Total still Not Resolved that Breached SLA—The title of the report is "NUMBER_OF_UNRESOLVED_THAT_BREACH_SLA Issues Unresolved that have already breached the SLA.". The columns for the report are the same as for Total Part of Resolution Fulfillment.
Total Resolved—The title of the report is "NUMBER_OF_RESOLVEDIssues Resolved". The Issues that did not fulfill are highlighted in red. The columns for the report are:
Number
Priority
Title
Status
Assignees
Resolution Date
Resolution Due Date
Resolved that fulfilled SLA—The title of the report is "NUMBER_OF_RESOLVED_THAT_FULLFILLED_SLA Issues Resolved before RESOLUTION_TIME". The columns for the report are the same as for the previous report (Total Resolved).
Resolved that Breached SLA—The title of the report is "NUMBER_OF_RESOLVED_THAT_BREACH_SLA Issues Resolved after RESOLUTION_TIME". The columns for the report are the same as Total Resolved.
Exporting the Drill-down Report
Agents can export Statistics data to either PDF (maintaining look and feel) or Microsoft Excel (data only) by clicking the associated icon. The report shows:
The name of the report.
The date the report was run.
The name of the SLA report from which the Drill-down report was taken.
The type of report plus the reporting period type.