Hi,
Freshdesk does not have a Final SLA and I believe it should have.
I will explain:
Imagine that I have 100 tickets where:
-95 of them I did not violate First answer SLA
-90 of them I did not violate Resolution SLA
So:
% Total tickets that violated SLA for 1st Response: ((100-95)/100)*100= 5 %
% Total tickets that Did not violated SLA for 1st Response: (95/100)*100= 95 %
% Total tickets that violated SLA for Resolution: ((100-90)/100)*100= 10 %
% Total tickets that Did not violated SLA for Resolution: (95/100)*100= 90 %
% Total SLA Violated: 5%+10%/2 = 7.5%
% Total SLA non Violated: 95%+90%/2 = 92.5%
When we negotiate SLA with customers, they want us to pay penalties if we violate SLA in more than X%.
They don’t want conditions like: if we violate SLA for Resolution more than X% and SLA for 1st Response more than Y%
They just want one final value for SLA.
Another example: Imagine that we have a contract with a customer that obey us to pay 10€ every month if our success rate of SLA is less than 92%.
Using the example above we know that we violate that contract for the Resolution (90%) but not for the 1st Response (95%). Our final SLA was 92.5% so we are ok. We don’t need to pay anything.
But I need the system to be able to make this metric automatically.
