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Showing results for tags 'breached'.
Hi, I've scanned the forum to see if anyone had already posted this issue, but could've missed it, so please do point me to it if this has already been raised. One of our managers ran a report for the month of March and came upon a discrepancy whereby even though the request resolve by and the date resolved were met, the within resolve time criteria was still appearing as breached (see attached spreadsheet) We applied the Pause Resolution Timer enhancement on the 2nd of March so these calls should adhere to this setting - we confirmed that the enhancement works after the latest update released on the same day One thing we did notice for the tickets where this issue exists is that the resolution missed is way in the future, well after the call has been closed and timers ended is this a known issue? Application Support - resolved calls by analyst - with SLAs_629.xlsx
I am trying to create a measure that can tell me the percentage of calls breached by teams monthly. I want to know the percentage of calls that have breached response OR resolve times, by team. as well as overall totals for the department. I also want to know the overall percentage of calls that have been resolved within the response OR resolve times by team. This measure it generating percentage but I am not 100% sure it is true? 1, can someone advise if this is the correct way to write this measure 2, can someone advised me of how to generate this again in a report so I can confirm the measure is correct? Thanks! Hayley.
I have noticed recently that when I am running repots on calls that have breached or met SLA's, I am being greeted with a lot of blanks. in the Within Fix or Within Resolve columns, We have recently implemented Round robin calls which I think may be effecting the Response SLA's. As you can see from the below picture I have the Start and stop Response time in the BPM for the MS SQL Team: However when I run the report for Calls resolved within response OR resolve time, I get a lot of blanks in rgw within fix and resolve columns: Running my measure with the below information: I am getting only 13% close within response OR resolve....which is not true to the report... I would like to know if there is a way to ignore the "blanks" in the Measure? and also if there is something wrong with my BPM which explains why it is not marking on the response timer? as round robin has assigned the call to a user within seconds? Thanks Hayley.