Need report like this
Percentage and No. of incidents or service requests resolved by second level support (other than SD) per technician and per group/ over the total no of incidents or service request assigned to that group.
i.e.: total no on incidents resolved /total no assigned.
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No. of tickets resolved |
No. of tickets assigned |
Percentage of resolved |
| Per technician |
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| Per group |
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Percentage and no or incident or service request resolved with target response time and agreed SLA by the second level support.
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Assigned time /group |
Response time /technician |
Target SLA |
Percentage of resolved within RT and SLA |
Percentage of breaching RT and SLA |
Technician |
| Incident |
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| Service request |
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Percentage and No of tickets resolved but not closed (return to SD to closed).
Percentage and No. of incidents closed by SD without escalation.