How are the Resolution SLA and First Response SLA percentage metrics calculated?

Modified on: Thu, 20 Jul, 2017 at 7:43 PM

Freshdesk

Sprout

Blossom

Garden

Estate

Forest

Freshdesk

Free

Growth

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Enterprise

Freshdesk Omni

Growth

Pro

Enterprise

Omnichannel (classic)

Estate Omnichannel Tick mark

Forest Omnichannel

Omnichannel (classic)

Growth Omnichannel Tick mark

Pro Omnichannel Tick mark

Enterprise Omnichannel

First Response SLA% = The percentage of the number of tickets where the first responses were sent within the SLA divided by the total number of tickets on which the first responses were sent in a selected time period within the filters on the reports.

Resolution SLA% = The percentage of the number of tickets resolved within the SLA divided by the total number of tickets resolved during the selected time period within the filters.