Tooltip Information for SLA Reports

SLA reports show both the target and actual level of service provided for the KPIs ‘Availability’, ‘Reliability’, ‘Responses within target’ and ‘Resolutions within target’.  For people who want to know exactly how the actuals are calculated, an information icon has been added to these reports for each Key Performance Indicator.

Sla report with information context buttons

Hovering the mouse cursor over one of these icons causes a description to pop up that explains how the actual value of the KPI is calculated.