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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.

Hi ​@Gaby Cabrera , It’s Mat from the Support Engineering Team 😀

 

To measure the SLA hit rate based on the percentage of conversations where the team met the SLA, you can utilize the SLA report template in Intercom. This template provides a high-level overview of your SLA performance, including the "Conversation SLA miss rate" which is the percentage of conversations that had an SLA breached. This metric aligns with your requirement as it reflects the performance per conversation rather than per individual SLA target within a conversation.

https://www.intercom.com/help/en/articles/2672572-slas-reporting
 

Additionally, the SLA report includes metrics such as "Conversations with missed SLA" which indicates the number of conversations that had an SLA breached, and "Hit rate" which is the percentage of SLAs applied to conversations that hit their target, out of all SLAs applied to conversations.

For a more detailed analysis, you can refer to the "Reporting metrics & attributes" documentation, which outlines the various metrics available, including "SLAs hit", "SLA hit rate", and "SLAs missed". These metrics can help you understand and report on how well your team is meeting SLA targets.

Remember, the SLA hit rate in custom reports is the percentage of SLAs applied to conversations that hit their target, out of all SLAs applied to conversations. In contrast, the SLA report reflects the percentage of conversations where your team met the SLA, which seems to be the metric you are looking for.

https://www.intercom.com/help/en/articles/7022438-reporting-metrics-attributes

Please let me know if you have any questions about this 😸

Hi Mat,

Thanks for getting back to me and for the detailed response! I’d like to clarify that we’re already familiar with the metrics available in the SLA report and the differences between the SLA (conversation) hit rate in the SLA report and the SLA hit rate in custom reports.

Our request is specifically to have the SLA hit rate from the SLA report (percentage of conversations where the SLA was met) made available as a metric in custom reports. This would allow us to create more tailored analyses while using a metric that reflects SLA performance per conversation, aligning with our team's focus on ensuring timely responses.

​@Gaby Cabrera 

Can you check if this feature has been recorded on our Product Wishlist in our Community? You can search and upvote existing requests or create new requests 🙌 Check out the quick guide on how the Product Wishlist works here. Note that you must be logged into the Intercom Community to access the Wishlist. You can log in with SSO or log in as a guest at the top right of the page.

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