Hi all,

I don't know if this has been answered by other in the forum or within the standard reporting, but I could not find it and thought to ask the questions.

We are using SDPlus 9.2 Build 9238 and are trying to identify the correct report for measuring technicians KPIs.

The problem we have is that when we run the standard reports to show SLA breached we see the following issue:

Technician A opened the call. SLA breached while call was in this queue. Technician B then took over the call and resolved it. The SLA breach shows against Technician B because they are the one that closed the call, whereas actually they were not cause of the SLA breach.

Can you help us identify the correct report to run or a custom report to give us the above information?

The standard report we currently use is the following: SLA Violated requests by Department and this allows us to show last week (Monday to Sunday) via a chart, but I guess the first questions is to understand if there is a way or extracting the SLA breach against the technician that it actually breached against first.

Can you please help.

Thank you,