SLA Violated reports pointless?
Hi all,
All the SLA Violated reports look at Overdue Status = Yes. In other words these reports say � there were x number of requests which became overdue over this period of time - at the moment.
A report run at the beginning of the month would show completly different results to the same report run at a later time - because all those overdue requests would have subsequently been actioned. This completely defeats the object of trying to find out how well the company performed over any given period of time.
How do you retrospectively report on how many calls became overdue during any given time?
All the SLA Violated reports look at Overdue Status = Yes. In other words these reports say � there were x number of requests which became overdue over this period of time - at the moment.
A report run at the beginning of the month would show completly different results to the same report run at a later time - because all those overdue requests would have subsequently been actioned. This completely defeats the object of trying to find out how well the company performed over any given period of time.
How do you retrospectively report on how many calls became overdue during any given time?