SLA% metrics in FvA which are only based off of the first unit of work
H
Hollywood cerise Hoverfly
Currently, the SLA% in the Forecasted vs Actual report for case lifecycle is calculated for each unit of work, regardless of whether it’s the first segment or a later one in the case. It’s not limited to just the first segment—SLA is measured for every unit of work throughout the case lifecycle.
We'd like to see two separate metrics:
- SLA that is calculated only based on the the unit of works that are the first segment in the case.
- SLA that considers any units of work that came after the first segment in the case.