Time to First Assigned SLA Metric in a Report

[Martinez, Diego]

Hello,

Is it possible to add time to first assigned as a time series for a report? My team wants to only capture that metric and I added it to the goals but it doesn't seem like I can populate that for a report anywhere.

[Lisa Forstberg]

Hi!

I think you may want to use the series Time to first respons (Avg.)

Your Time to first response SLA will stop when the ticket is assigned and you have given your team the goal of 24h to assign the tickets. 

In an SLA report you can choose

• created = how many were created in the specified time period
• resolved = how many were created in the specified time period
• %met = for what part of the tickets did you manage to meet the goal (of 24h)
• % breached =   for what part part of the tickets did you manage to NOT meet the goal (of 24h)
• avg = will calculate an average time that the team spent for the tickets in the specified time period. Clicking on the underlying data point gives you the elapsed time per ticket.