Service Level Agreement Dashboards

First Response and Resolution

The following dashboards provide information on the First Response and Resolution Time metrics.

• Average First Response Time by Ticket Priority and Date Opened
• Average Time to Resolution by Ticket Priority and Date Opened

Ticket Metrics

The following dashboards provide information on metrics related to tickets.

• Number of Active Tickets by Severity Level
• Number of Tickets Opened/Closed by Month
• Number of Tickets by Status (not including Closed tickets)
• Top 10 Ticket Request Types