Hi! Regarding metrics in custom reports, we’d like to have the SLA hit rate based on the percentage of conversations where the team met the SLA, as shown in the SLA report.
Ensuring timely responses to our community is paramount. Measuring the SLA hit rate based on the percentage of SLAs applied to conversations that hit their target (current available metric) can be misleading. For example, if a ticket has four SLA targets, and we hit three out of four, the SLA hit rate would show 75%. However, if we breached the first response SLA, we failed to meet our promise of timely communication to the member, making the true SLA hit rate for that ticket 0%.
From our perspective, breaching even one SLA in a conversation means we didn't fully deliver on our commitment.
