tab to view the incident SLA achievement
summary overview.Using the SLA Summary Document Detail dashboard, you can view the Incident SLA achievement summary and trend based on the Incident priorities.
This section displays the SLA achievement response and resolution rates for all the resolved incidents in the last 6 months according to your selection of incident priorities.
The Incident SLA Trend graph exhibits the incident response and resolution trend percentage for the last 6 months according to your selection of incident Priority. In the graph, X-axis represents the months and Y-axis represents the Incidents response and resolution percentage.
tab to view the incident SLA achievement
summary overview.| Metric Name | Description |
|---|---|
| Percentage Response Met SLA |
Percentage of responses that met the Service Level Agreement time frame. Note: This is based on the SLA flag given by the source system. |
| Percentage Resolution Met SLA |
Percentage of resolutions that met the Service Level Agreement time frame. Note: This is based on the SLA flag given by the source system. |
Related concepts
Incident SLA Summary Overview dashboard
Incident SLA Summary dashboards
Related references
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