SLA Time by Category

Updated on 22 Oct 2024
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This report is a graphical representation providing insights into the average SLA time taken for different categories and clock time taken for different categories. Additionally, you can filter the report with the status, workgroup, tenant, category, etc. to view the data.

The SLA Time by Category report is displayed below.
Figure: SLA Time by Category

The following table explains the details available in the report table.

Field	Description
Category	Displays the different categories available for the report.
Response SLA Met	Displays the count and percentage of incidents that have met the response SLA.
Response SLA Missed	Displays the count and percentage of incidents that have missed the response SLA.
Resolution SLA Met	Displays the count and percentage of incidents that have met the resolution SLA.
Resolution SLA Missed	Displays the count and percentage of incidents that have missed the resolution SLA.
Avg Response Elapse Time	Displays the average response elapse time in hours.
Avg Response Clock Time	Displays the average response clock time in hours.
Avg Resolution Elapse Time	Displays the average resolution elapse time in hours.
Avg Resolution Clock Time	Displays the average resolution clock time in hours.
Grand Total	Displays the total of all the respective columns.

To view the embedded child report, click the count mentioned against the category.

The following table explains the options available on the toolbar at the report’s top.

Toolbar components	Description
Pagination	Displays the number of pages available on the report page. Click on the dropdown to view the number of pages. To access a certain page, click on its corresponding number.
First page	Click the first page icon to navigate to the report's first page.
Last page	Click the last page icon to navigate to the report's last page.
Previous page	Click the previous page icon to navigate to the previous page of the report.
Next page	Click the next page icon to navigate to the next page of the report.
Toggle Multipage mode	Select the toggle multipage mode to navigate between multiple pages of the report.
Zoom	Allows you to magnify the content on the report page. Zoom Out - Click - icon to zoom out to reduce the display size of the report. Zoom In - Click + icon to zoom in to increase the display size of the report.
Highlight Editing Fields	This option highlights any editable fields available in the report. It is enabled only if there are any editable fields.
Print	Click the print icon to print the report. You can print the current page of the report.
Print Page	Click the print page icon to print multiple pages of the report.
Export to	You can export the report to PDF, Excel, and Image. To export the report to a specific format, click the dropdown menu to select it.
Search	Click the search icon to search for any text in the report. The search panel has two options to search text. Figure: Search Match Case - You can search text and specify whether to use a case-sensitive search. Match whole word only - You can search text where the full word matches the search results.
Full Screen	Click the full-screen icon to view the report in full-screen view.

Filters

Click the Filter icon to view the preview parameters. You can filter the report content with the available filters in the preview parameters.
Figure: Filters

The following table explains the filters available under the preview parameters panel.

Filters	Description
Status	Select the required status from the dropdown to filter the report data.
Workgroup	Select the required workgroup from the dropdown to filter the report data.
Tenant	Select the tenant from the dropdown to filter the report data.
Classification	Select the required classification from the dropdown.
Category	Select the required category from the dropdown. All the categories are selected by default.
Registered Time	You can choose the incident registered time and date to filter the report data. The following options are available to select the date range for the report.
Analyst	Select the required analyst names from the dropdown.
Priority	Select the required priority from the dropdown.
Location	Select the required location from the dropdown.
Reset	Click reset to reset the preview parameters. All the parameters will be reset to default values.
Submit	After choosing the preview parameters, click submit for the filters to be applied.

Average SLA Time by Category (In Hours)

This report displays the average response SLA elapsed time and resolution SLA elapsed time taken for different categories to respond to and resolve tickets.
Figure: Average SLA time by category

The color legend for the report is

Avg Response Elapse Time (in Hours): Displays the average time to respond to incidents.
Avg Resolution Elapse Time (in Hours): Displays the average time to resolve incidents.

Average Clock Time by Category (In Hours)

This report displays the average clock time taken to respond to and resolve incidents. It typically accounts for the entire time the incident is open and is computed from the log time an incident is created until it is closed or resolved.
Figure: Average SLA time by category

The color legend for the report is

Avg Response Elapse Time (in Hours): Displays the average clock time to respond to incidents.
Avg Resolution Elapse Time (in Hours): Displays the average clock time to resolve incidents.

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SLA Time by Analyst

Table of contents

Average SLA Time by Category (In Hours)
Average Clock Time by Category (In Hours)