The Customer Support Engagement Ticket SLA Event iCube enables you to create ad hoc reports that provide analysis related to SLA events associated with customer tickets. You can use this iCube to understand SLA metrics, such as tickets that have met their SLA targets, active SLA targets using which you can ensure that your support team is adhering to SLAs and contributing to good customer satisfaction.
A Service Level Agreement (SLA) is a documented agreement between a support provider and their customers that specifies performance measures for support. For example, an SLA policy could specify that agents must respond to urgent tickets within 10 minutes and provide resolution within 2 hours.
The iCube fetches tickets that have SLA events applied to them in the last 12 months (including current month). However, the metrics in the iCube are calculated based on the relevant conditions and dates.
Note: This iCube currently supports only the Zendesk source system.
You can use the following attributes and metrics provided as part of the iCube to create your own reports:
| Attribute Name | Description |
|---|---|
| Applied On | Date and time when an SLA event was applied to a ticket |
| Breached On | Date and time when an SLA target is breached |
| Calendar Date | Gregorian calendar date displayed in the format 'M/D/YYYY' |
| Calendar Month | Gregorian calendar month displayed in the format 'Mon YYYY' |
| Calendar Quarter | Gregorian calendar quarter displayed in the format 'Q# YYYY' |
| Calendar Week | Gregorian calendar week displaying the week number. For example, W21, W22. |
| Lagging Count of Days | Count of number of days since the first data record till current day |
| Lagging Count of Months | Count of number of months since the first data record till current month |
| Lagging Count of Quarters | Count of number of quarters since the first data record till current quarter |
| Lagging Count of Weeks | Count of number of weeks since the first data record till current week |
| Ticket | Ticket represents the interaction between a customer and a support agent and can originate through various channels like email, Web, phone. |
| Ticket Area | The specific feature within the product that is associated with the ticket |
| Ticket Classification | The Complaint Category associated with the ticket. For example, Defect, Enhancement, Usage, or Process. |
| Ticket Customer | The name of the organization associated with the ticket. |
| Ticket Customer Group | The Digital.ai ranking cohort of the Customer |
| Ticket Product | Specific product associated with the ticket |
| Ticket Product Version | Version number of the product associated with the ticket |
| Ticket SLA Event Date | Date when a SLA Event is applied on a ticket |
| Ticket SLA Event Dim Key | Key column (internal) associated with a Ticket SLA event |
| Ticket SLA Event Id | Unique identifier of a ticket's SLA event |
| Ticket SLA Event Status | Current status of a ticket's SLA event, such as achieved, active, breached, or paused. |
| Ticket SLA Metric |
SLA metrics based on which an SLA policy is applied to a ticket. For example, First Reply Time, Next Reply Time, Requester Wait Time, or Agent Work Time. |
| Ticket SLA Policy | SLA policy associated with a ticket |
| Metric Name | Description | Formula |
|---|---|---|
| % Achieved Ticket SLA Targets | Percentage of ticket SLA targets achieved as compared to the total SLA targets | (([No of Achieved Ticket SLA Targets] / [No of Ticket SLA Targets])) |
| % Breached Ticket SLA Targets | Percentage of ticket SLA targets missed or breached as compared to the total SLA targets | (([No of Breached Ticket SLA Targets] / [No of Ticket SLA Targets])) |
| No of Achieved Ticket SLA Targets | Total number of ticket SLA targets whose current event status is Achieved. | Count([No of Ticket SLA Targets])<[Ticket SLA Event Status = Achieved] |
| No of Active Ticket SLA Targets | Total number of ticket SLA targets with an active SLA event | Count([No of Ticket SLA Targets])<[Ticket SLA Event Active Flag = Y] |
| No of Breached Active Ticket SLA Targets |
Total number of ticket SLA targets with an active SLA event and with the SLA event status as Breached |
Count([No of Ticket SLA Targets])<[Ticket SLA Event Active Flag = Y & Ticket SLA Event Status = Breached] |
| No of Breached Ticket SLA Targets | Total number of ticket SLA targets with the SLA event status as Breached | Count([No of Ticket SLA Targets])<[Ticket SLA Event Status = Breached] |
| No of Ticket SLA Targets |
Total number of SLA events that are applied on a ticket |
Count([No of Ticket SLA Targets]) |
| SLA Target Duration (Hours) | Target time (in hours) for an SLA event | [Target Duration] / 3600 |
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