2 Replies Latest reply on Oct 15, 2020 10:14 AM by zuya huang

    Calculate SLA Rate using calculated field

    zuya huang
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      Hi,

      I've been working on the SLA Met rate. Currently we have SLM module turned on, and there is a filed telling if the SLA status is Met or Breached.

       

      What I did is first calculate how many tickets that Met/Breached SLA.

      Then using the SUM_Met tickets/(SUM_Met tickets + SUM_Breached tickets) trying to get a rate.

      Unfortunately, this didn't work.

      Below are the screenshots of my calculated field. The first two are Valid, but the last one isn't.

      I tried both in report level and in View level. None worked

       

       

      I also tried to use advanced calculation, "Percentage of Total", but no luck either.

       

      My end goal is to create something like this: so I need the percentage to be calculated first....

      Any help is appreciated.

        • 1. Re: Calculate SLA Rate using calculated field
          Sinisa Mikor

          Hi Zuya,

           

          first two calculations can produce blanks, therefore try replacing them with expressions which guarantee that calculated fields contain valid values, so calculate amount of met targets as

           

               SUM(

                    CASE

                         WHEN

                              SLM Status = 'Within the Service Target'

                         THEN

                              1

                         ELSE

                              0

                    END

               )

           

          and amount of missed targets

           

               SUM(

                    CASE

                         WHEN

                              SLM Status = 'Service Targets Breached'

                         THEN

                              1

                         ELSE

                              0

                    END

               )

           

          then add one more calculated field to calculate amount of both missed and met service targets (this is to ensure that records without SLM Status are skipped)

           

               SUM(

                    CASE

                         WHEN

                              SLM Status = 'Within the 'Service Targets' OR

                              SLM Status = 'Service Targets Breached'

                         THEN

                              1

                         ELSE

                              0

                    END

               )

           

          To display percentile of not yet breached service targets, add corresponding (first) calculated field as another column and apply advanced function Percentage Against Column to it with third calculated field as column to display percentage of; similarly, use second calculated field as another column and apply the same advanced function to display rate of breached service targets.

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          • 2. Re: Calculate SLA Rate using calculated field
            zuya huang

            thank you so much!!