Creating Alternate SLA Metrics - Frequently asked questions
Frequently asked questions
How can I create alternate SLA metrics in Zendesk Explore?
Creating alternate SLA metrics in Zendesk Explore involves using durations instead of status to determine when tickets are Achieved or Breached. This is particularly useful in rare cases where SLAs have accurate metric data but are saved in the…
What do I need to create alternate SLA metrics in Zendesk Explore?
To create alternate SLA metrics in Zendesk Explore, you'll need a few things. First, ensure you have Zendesk Explore Professional or Enterprise, as well as Editor or Admin permissions. You'll also need SLA data in Zendesk Support. The process is…
How do I create a calculated metric for SLA breach time in Zendesk Explore?
To create a calculated metric for SLA breach time in Zendesk Explore, start by opening the report builder and selecting the Support - SLAs dataset. Then, open the Calculations menu and click on Standard calculated metric. Name the new metric…
How can I use the calculated attribute to create alternate SLA metrics?
Once you've created the calculated attribute, you can use it to create alternate SLA metrics by replacing the native SLA target status attribute. This allows you to count achieved and breached tickets and calculate a percentage achievement metric….
What are the differences between native and alternate SLA metrics?
The main differences between native and alternate SLA metrics are how they handle active tickets and tickets saved in the wrong status. Alternate metrics do not count active tickets, ensuring that only fulfilled tickets are considered….
Can I monitor active SLAs in real-time using Zendesk Explore?
Unfortunately, Zendesk Explore does not support real-time monitoring of active SLAs. Explore captures SLA durations only after the target has been fulfilled, as it syncs data at periodic intervals rather than providing a live feed. For real-time…
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