Average Time to SLA Resolution
Three interesting reports have been added to the ‘Reports’ section of the Analytics console. These reports provide different graphical presentations of the average time it has taken to get the affected SLAs of requests to an actual resolution.
A screenshot of each of these three new reports is presented below:
The time during which the SLA clock was stopped because the status of the request was set to ‘Waiting for Customer’ or ‘Completed’ is ignored by these reports. In addition, it is important to be aware that only the support hours are taken into account when the averages are calculated.