Definition

SLA outcome metrics summarize which evaluated targets were met, which were missed, and how late breached targets became.

Context

Read them with the selected date, Brand, Group, SLA policy, metric, and target status. Different cards can use different time scopes.

Attributes

  • Achieved Targets counts targets met inside their SLA.
  • Breached Targets counts targets not met inside their SLA.
  • Breach Time describes overdue duration for breached targets.
  • SLA Compliance reports the share of evaluated targets that met their SLA in the shown period.
Note: Check the scope

A ticket can have more than one SLA target. Target counts need not equal unique ticket counts.