The SR_SLA Performance Dashboard provides a consolidated view of Service Request SLA metrics, enabling IT teams to track response and resolution compliance, SLA adherence, and average handling times by multiple dimensions. This dashboard supports the identification of SLA breaches, facilitates service quality improvement, and helps optimize resource performance.
Included Reports:
Response SLA Reports - Measure compliance with initial response time targets:
SR_Response SLA by Analyst – Tracks individual analyst response SLA adherence.
SR_Response SLA by Workgroup – Evaluates response SLA compliance across support teams.
SR_Response SLA by Category – Highlights response SLA performance by request category.
SR_Response SLA by Priority – Assesses response SLA fulfillment based on urgency.
SR_Response SLA by Location – Monitors compliance by geographic location.
SR_Response SLA by Classification – Provides insights into classification-based SLA trends.
Resolution SLA Reports - Analyze adherence to resolution time commitments:
SR_Resolution SLA by Analyst – Measures each analyst’s ability to meet resolution targets.
SR_Resolution SLA by Workgroup – Tracks team compliance with resolution SLAs.
SR_Resolution SLA by Category – Evaluates resolution SLA success by service category.
SR_Resolution SLA by Priority – Reviews resolution SLA achievement by priority.
SR_Resolution SLA by Location – Compares resolution SLA performance by region.
SR_Resolution SLA by Classification – Highlights resolution SLA by classification.
Average SLA Time Reports
Gauge average time taken to fulfill SLA terms:
SR_Average SLA Time by Analyst – Average SLA handling time per analyst.
SR_Average SLA Time by Workgroup – SLA duration trends for support teams.
SR_Average SLA Time by Category – Average SLA time by request category.
SR_Average SLA Time by Priority – SLA time averages by severity/urgency.
SR_Average SLA Time by Location – Regional SLA time analysis.
SR_Average SLA Time by Classification – Tracks SLA time by classification.
Average Clock Time Reports - Measures total elapsed time from request creation to resolution:
SR_Average Clock Time by Analyst
SR_Average Clock Time by Workgroup
SR_Average Clock Time by Category
SR_Average Clock Time by Priority
SR_Average Clock Time by Location
SR_Average Clock Time by Classification