A reality check for your ticket resolution times
On a regular day, a faulty telephone line is not a critical issue. But, on the day of an important customer call, it carries a higher priority because it can damage your business relationship. This is why prioritizing tickets and conforming to the resolution time defined for each priority is important. A "Priority-wise resolution time" report helps you keep track of both.
It shows the average time it takes to resolve tickets of different priorities. Using this report, it is easy to visually compare these operational averages with the expected resolution time standards (represented by the horizontal threshold lines) to see where you stand. This will point out the priority of the tickets that don't conform to the established SLA, and help you focus on the priority levels that are in non-compliance. Additionally, very large deviations from the established SLA might point to incorrect prioritization of tickets.
To create the above report, fill your axes as given below:
X-axis: Priority (Actual)
Y-axis: Time to close in days (average)
Color: Priority (Actual)
The threshold lines (seen in the report) represent the standard resolution times specified in your SLA for each priority level. These lines serve as a marker to compare the actual average resolution time against SLA-agreed time.
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