Custom Reports and Dashboard
Create a dashboard in a folder named SPM Dashboard and with the unique name Average_Response_Time, to see the View Dashboard link in SPM configuration screen for this metric.
Create summary reports with charts on SPM – Average Response Time object, to get the average % of visits within SLA.
Whether SLA was met for a work order can be determined based on the following details captured in the metric object:
• Any aspect of service delivery (initial/onsite response, restoration, resolution).
• Difference between commitment in minutes and actual time in minutes.
Grouping and aggregation can be on any of the following attributes:
• By Technician (or Service Team)
• By Account
• By Product (or Product Family / Product Line)
• By Service Contract
• By SLA Terms
Service Delivered On – Date is another attribute available OOTB for reporting.