Trying to understand how the 'Overdue' violations are reported. We have two main SLAs we report on;

1 - First Response

2 - Resolved On Time

If the call is with Technician 1, and the first response SLA is missed, it records in the call history. Say the call is passed to Technician 2 after the first response SLA is missed and technician 2 closes the request, then on the report we run monthly, shows the violation against Technician 2, which is incorrect as the violation occurs when the call is with technician 1. This the same for the resolved on time SLA also.

Please can you advise if there is another way of reporting on the violations, so it can be recorded against the correct technician?

Thanks
Andrew