SLA Resolutions Over Time

The report ‘SLA Resolutions Over Time’ has been added. It shows the trend of the number of resolutions that were provided. This number is presented for each time interval as a bar. In addition to the number of resolutions, this report also shows the percentage of these resolutions that did not exceed their SLA’s resolution target, as well as the percentage that did not have an SLA target (i.e. where the target was ‘Best Effort’).


Filtering this report by service should give service owners a good start for a review of the support performance for the service. The report’s drill down capabilities allows them to get to the details they need to see where improvements can be made.
This new report can be found in the ‘Reports’ section of the Analytics console.