Hey! We’d like to propose adding non-conversation-based SLA metrics to the SLA dataset to help us report on SLA performance for back-office tickets that are not visible to customers.
While these tickets don't require a direct reply to members, they often involve resolving customer-related issues behind the scenes. To ensure accountability and efficiency, we've set TTR (Time to Resolve) and TTC (Time to Complete) metrics for these tickets.
Having a report that tracks the SLA hit and miss rates for back-office tickets would provide valuable insights into how effectively we're managing these internal processes.
Thank you for considering this request. Looking forward to your thoughts!