How are the Resolution SLA and First Response SLA percentage metrics calculated? : Freshworks Partner

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How are the Resolution SLA and First Response SLA percentage metrics calculated? Print

Modified on: Thu, 20 Jul, 2017 at 7:43 PM

First Response SLA% = The percentage of the number of tickets where the first responses were sent within the SLA divided by the total number of tickets on which the first responses were sent in a selected time period within the filters on the reports.

Resolution SLA% = The percentage of the number of tickets resolved within the SLA divided by the total number of tickets resolved during the selected time period within the filters.

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How are the Resolution SLA and First Response SLA percentage metrics calculated? Print

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