New to SDP - Need to fundamental KPI

Hi all. My first post. I'm new with Service Desk Plus (Cloud). I've been an IT Management Professional for decades. (Yes, I'm an Elder Geek!)

Just started a new job. Trying to define and implement a basic HelpDesk SLA. The SDP (Cloud) configuration that they have here is basically unconfigured. There is no organizational agreement for Helpdesk. I'm proposing a basic SLA for Helpdesk (Service Desk) soon. Writing it up now.

I'm trying to figure out how I can get three basic measures from SDP (Cloud):

Response Time - That is, when the technician FIRST begins to attend to an issue. My draft SLA is looking at attending to issues within (1) hour during normal business hours.
Resolution Time - That is, the time between initial request and full resolution (Closure/Complete).
First Call/Contact Resolution % - That is, the % of requests that get satisfied upon initial effort by the Help Desk Technician.

Pretty basic, I know. I'm just so new to SDP (CLOUD) that I don't even know where to look.

I also need to learn how to hopefully define the SLA within the tool itself. Just started reading the User Guide online. I've got a lot to figure out just yet.

But before I dig in too far, I want to make sure SDP (CLOUD) can give me what we need to start managing a fundamental, but defined SLA with the rudimentary metrics noted above. I don't want to make a commitment organizationally for an SLA without making sure I can manage and report on these basic key metrics using SDP (CLOUD).

Thanks in advance. Sorry for such a rudimentary question. But I can't seem to find info on how to configure reporting / dashboards for these basic KPIs. ;)