|Filters for agents and customers
|Ticket drill-down (see the view ticket section)
First response SLA % is the percentage of tickets whose first responses were sent within the SLA.
The 'First response SLA' section in the 'Helpdesk In-depth' report shows the break up of first response SLA % based on various ticket properties. Only the tickets whose first responses were sent during the selected time period will be taken into account.
First Response SLA% = % of Number of tickets whose first responses were sent within the SLA divided by the total number of tickets whose first responses were sent in the selected time period.
On the left panel, you can see the overall first response SLA % in the selected time period and a small indication of increase or decrease in percentage. This percentage is calculated in comparison with the previous timeframe. For example, if the selected time period is a month, then the percentage will be calculated in comparison with the previous month. The red/green arrow indicates if it's a decrease or increase.
You can see the first response SLA % split with respect to the ticket properties like Source, Status, Priority etc, by clicking on First Response SLA.
View 'First response SLA' compliant and violated tickets
You will be able to deep dive into one particular property value by clicking on the corresponding bar. It will bring up a list of tickets that currently have that value. For example, if you click on the blue part of the 'Email' bar in 'First response SLA % by source', you will be able to see all the tickets created through email whose first responses were sent within the SLA due by time. Clicking on the brown bar will bring up tickets whose first responses were sent after the SLA due by time.
The Helpdesk In-depth report can be filtered based on all the ticket properties including Agent, Group, and Customer. Using filters, you can see which agent/group regularly violates the SLA.
This also lets you mix and match different properties and metrics. For example, you can see who handled the Facebook tickets that violated first response SLA.
First response SLA% by Source
This graph shows the first response SLA % of tickets created through each source. You can quickly deep-dive into the SLA violated tickets created through time sensitive sources like Facebook.
First response SLA% by Priority
This graph shows the first response SLA % for tickets of different priorities. You can find out the percentage of 'Urgent' and 'High' priority tickets that violated SLA and take immediate action.
First response SLA% by Type
This gives you the first response SLA % for tickets of different types. The custom types will also be shown here. You can find out if SLA violations happen because of the type of the tickets or because of the agent/group handling those types of tickets.
First response SLA% by Custom Properties
This gives you the first response SLA % for tickets of different custom properties. If you have multiple custom properties, you can choose any of them from the drop-down and see the first response SLA % for the values in that property. Please note that custom text fields will not be available in the dropdown for the selection.