SLA Average Times Gadgets

After the recent release of the gadget “SLA Two Dimensional Table” which you can read more about “HERE” we are not slowing down and have more new features to present to you!

In the new version of SLA Powerbox – version 4.5, we welcome you with new gadgets that will improve the reception of your reports and dashboards.

These are:

  • SLA Average Time Statistics
  • SLA Average Breach Time
  • SLA Average On Hold Time
Home » Blog Notes » SLA Average Times Gadgets
Home » Blog Notes » SLA Average Times Gadgets
Home » Blog Notes » SLA Average Times Gadgets

Do you want to know the average resolution times for individual teams? Do you want to find out how long it typically takes to resolve tickets with a “Blocker” priority or whether the average incident response times are within acceptable limits? You can do all this and much more now without the need for spreadsheets or other tools. All average time information is directly available on your dashboard!

You can use three gadgets to display your averages, each differing in the statistics they are based on.

SLA Average Time Statistics

In this gadget, the average is calculated based on the “Spent” parameter from the SLA timer:

This way, you can check the average resolution time of your tickets, the average response time, or the average time tickets spend with the supplier. Additionally, you can break down all these parameters based on any field on the ticket, such as priority, assigned person, components, or dropdown lists.

The gadget configuration is as follows:

1. First, select the range of tickets to be used for calculating the statistics. You can choose a pre-created filter or select directly from the projects.

2. Next, choose the timer that will be used to calculate the statistics.

3. After selecting the timer, choose the field that will be the “Y” axis – this can be the assigned person, priority, or any other dropdown field:

4. The next step is to choose the period. Besides predefined periods like “Current/Previous” month, you can also select your date range.

5. The following options are for setting how the bars should be calculated, how sorting should look, etc.

And that’s it! Now, as soon as you log in, you can see the average times, and the colors and pin lines will show you how the breaches look and what the average times are for the entire dataset.

SLA –  Average Breach Time

After discussing the settings for the first gadget, you probably know how the settings for the other two look. The “SLA Average Breach Time” gadget helps you determine what the average breach times look like in different areas. Do you want to pinpoint where you have the biggest issues in maintaining required SLAs or which team needs reinforcement the most urgently? Or maybe you just want to ensure that your breaches are minor and will not result in significant consequences? You can achieve this with this gadget!

SLA –  Average On Hold Time

The on-hold time is another parameter that helps you assess the execution of your tickets and projects. It allows you to answer how long you typically wait for tickets to be picked up by the supplier or how long your “Change Requests” wait for execution. As with the previous gadgets, the settings are very simple and uniform. However, in this gadget, the difference is the “All finished issue toggle” option, which determines whether you want to calculate your average on-hold times for all tickets or only for those that have any on-hold time (a large number of tickets that were never put on hold may skew the actual average).

We hope you like our new features, and if you have any comments, feel free to contact us!