Hi.

If I got correctly your inquiry, my understanding is that, currently, this can’t be achieved natively in Analytics.

SLA and OLA are based on Resolution and Response; not on Assignment.

For this, my suggestion would be:

Create a widget for ticket count based on your criteria.

In the Underlying data, set columns Assigned Date and Created date:

Export the CSV of Tabular Data.

Work in an external tool (any spreadsheet solution would be helpful) for work with these columns data and determine differences between the columns and set your criteria to confirm whether a ticket met your criteria, and then a COUNT/SUM/AVG (or equivalent) formula for this would give you what you may be looking for.

Hope this helps.

Regards,

Elvis, thank you for the response. I already thought about exporting data but, I would expect to be able to do a simple calculation within Freshservice since Assignment time is a standard Service Desk measurement. Side note, SLA and OLAs should not be ONLY for Resolution and Response. An SLA or OLA can be any measurement that is agreed upon. 

Hi @jbergman 

Will this be for use in a report?  Analytics Pro (at PRO and above) will enable you to use this field to filter rows out and/or set conditional formatting to highlight rows where OLA is not met.

On the Agent Dashboard there are 2 widgets you could add - but TBH I’m not sure how helpful they would be

1. Average Time to First Response by Logged in User or by Agent Group
2. SLA Violation - you can create an SLA (or a bunch of SLAs) and OLAs but IDK how the widget knows which one to use on the Dashboard - presumably the FS canned one

Hi @jbergman . Sounds like an interesting Feature Request. If you go for submitting a Feature Request, please share the link in order we could vote on it.

Regards,