Reaching KPIs
Apart from a dedicated time measurement, every SLA Goal has its own KPI tracker which shows the active to hold ratio, number of restarts, time in on hold, number of breaches, time in goal, .
KPI tracker shows:
- Active to hold ratio
- Number of restarts
- Time in on hold
- Number of breaches
- Time in goal
- SLA Calendar assigned to the SLA
measurement which is started, stopped, resumed, finished, and cancelled by performing given changes any (chosen by you) JIRA field in an issue, e.g. time to first response’s measurement is usually set to start when the issue is created and stop when the first comment is made. SLA PowerBox is also fitted with KPI tracker. That makes SLA PowerBox a brilliant tool to manage the most complex SLAs in an organisation or team.
- Goal
SLA Goal define maximum time assigned to SLA Agreement. Each SLA Goal lets you set default maximum time and a set of rules for assigning time to specific issues.
Each SLA METRIC can be assigned to one SLA Goal.