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I’d like to create a widget that displays the percentage of tickets first assigned within our SLA.  I haven’t been able to figure out what metric and filters I can use to achieve this.  Has anyone else figured this out?

​@CELLA While there’s no metric currently for ‘first assign’, there are related metrics for ‘first response’ such as ‘First response SLA violated tickets’. Is this something that you can use?

Also, I presume that you want to track what percentage of total received tickets are being assigned to the right agents/agent groups within the first response SLA. Is this understanding correct? It will help if you could please elaborate more on the use case you are trying to solve.

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