tab to have a more elaborated view of the SLA achievement.Using the SLA Summary Document Overview dashboard, corresponding to an Assignment Group, you can view the trend of SLA achievement rates for incidents over the past six months.
When you load the SLA Summary Overview dashboard, a high-level view of SLA achievement month-over-month is displayed. You can limit your analysis by selecting the required Assignment Group(s) from the filter options.
tab to have a more elaborated view of the SLA achievement.| Metric Name | Description |
|---|---|
| Opened Incidents |
The total number of incidents raised (opened) in a time frame. |
| Resolved Incidents |
The number of Incidents with the Incident status - Resolved as on a specific time period. Incidents that are resolved and subsequently moved to the Closed state within the time period are also included in the count. |
| 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
SLA Summary Document Detail Dashboard
Incident SLA Summary dashboards
Related references
© 2022 Digital.ai Inc. All rights reserved.