[Solved]: % of Requests within SLA and Analytics Calculations

Hi,

I have a question regarding obtaining the SLA percentage:

I'm currently using the " % of Requests within SLA" filter to obtain the monthly percentage of fulfilling SLA of our company, I never delved into how Analytics Plus obtained this percentage, until I reviewed the information in the complete table and found some inconsistencies:

It's assumed that the SLA is measured by 2 concepts:

Overdue Status: Resolution time expired (in our case 4 hours, which is the most important I assume).
First Response Overdue: First response time expired (in our case 2 hours).

When making a table and reviewing the requests for the month of June 2018 (for example), it shows me a percentage of 96.89% of requests that "apparently" are OK with the SLA, but at the time of reviewing the data I found that there are requests that have both the first answer and the resolution SLA expired, then, how is it possible that these requests are considered " within SLA" percentage?

I found all the possible combinations, for example:

Overdue Status: No / First Response Overdue: true

Overdue Status: Yes / First Respond Overdue: false

Overdue Status: No / First Response Overdue: false

Overdue Status: Yes / Firest Response Overdue: yes

(Screenshot attached)

How is it possible if I'm measuring the SLA " accomplished" shows me requests that have both SLA infringed?, I imagine that this isn't correct.

What exactly measures the " % of Requests within SLA" filter if it's used in the default dashboards used by analytics?

If there is any way to measure the " achieved" SLA, what is the way to do it considering both concepts (resolutión and first response overdue).

I imagine that taking the percentage of both (separately) and then get an average, but this filter is taking expired requests from both concepts, so I think it's doing wrong calculation. It's supposed that Analytics Plus should help me with that so I don't have to do it manually.

Should I use another filter?

I would appreciate if you could clarify this, since I'm not sure to trust the percentage that Analytics Plus is giving me and it's very important for us to be clear about this, because we are in an ISO certification process.

I will be attentive to your comments.

Thank you very much,

Nelson Reyes
Supervisor Soporte Técnico Datacenter