A report that show number of tickets where Time-to-close & Time-to-resolve were hit or missed for SLA.

While the current Time-to-Resolve report gives an idea of how much time it takes on average/median to resolve an issue, we would like to calculate the SLA for TTC & TTR on back office tickets - how many SLA's we have missed & hit also the % this will help us gauge the number of tickets that have missed TTC or TTR SLA (just like we have a report for FRT & NRT time for customer tickets) this kind of a report will help the business take corrective actions to increase the % of TTC & TTR, this would also help identify any gaps or training needs for tech support teams. Ideally missing a TTR goal on majority of tickets (or a certain topic) would mean they are finding it hard to resolve and those issues or find answers. And analyzing the gap between TTR & TTC will help understand if the team taking a longer time to close out tickets and investigate the reasons behind this - could mean customers not responsive or our solution did not work, even after we marked is as resolved.