In the ‘Reports’ section of the Analytics console there are a number of SLA reports that allow support organizations to look at the average time it takes to provide a response or resolution. These reports may offer a bar chart or a pie chart that users can click on to drill down into the affected SLA records which data was used to calculate the values presented in the report.
What is new is that the views that list the affected SLAs now include the ‘Duration’ column. When the drilldown was performed from an ‘Average Time to SLA Response‘ report, the ‘Duration’ column shows the time it took for a response to be provided.
Similarly, when the drilldown was performed from an ‘Average Time to SLA Resolution‘ report, the ‘Duration’ column shows the time it took for a resolution to be provided.