Hello, Does anyone know how to exclude certain status in the computation of tickets within resolution SLA in analytics.
Currently, i created a custom status like ‘cancelled’ - this is for all the tickets being rejected or cancelled.
![](https://uploads-us-west-2.insided.com/freshworks-en/attachment/58cd8ce5-483b-496f-8a30-50b5fe7737d8.png)
However, when I used the tickets within Resolution SLA metrics - it includes all open tickets + the custom status i created.
![](https://uploads-us-west-2.insided.com/freshworks-en/attachment/0cd2dea3-7f0a-44e3-9955-b7b181d019b4.png)
To illustrate, if an agent has 10 tickets, 5-closed(4within SLA, 1resolution violated) , 3 open and 2 cancelled.
SLA should be = 50% ( closed - resoultion violated / total tickets - minus cancelled)
current = SLA is 40% ( closed - resolution violated / total tickets
Sending the actual data for checking:
![](https://uploads-us-west-2.insided.com/freshworks-en/attachment/2c88f58f-e1d3-41e3-9a98-45d74f424b83.png)
current : closed - sla violated / total tickets = 92.44%
should be : closed - sla violated / total tickets - minus cancelled = 98.96%
Let me know your thoughts on this. Thank you!
Best answer by eeha0120
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