Calculating Percentage of Achieved SLA - Qlik Community

Anonymous · ‎2018-09-03

Afternoon all,

I'm struggling to put together a formula that would allow me to calculate what percentage of our cases hit our SLA.

We currently have a field 'Age' measured in days against each line (Case), our SLA is 3 days, so would need to calculate first how many cases we have (count) then how many are aged over 3 days (count if) and the calculate the percentage of those over, allowing us to see our SLA percentage.

Any ideas?

Thanks,

william_fu · ‎2018-09-03

Assuming you want "cases solved in 3 days or less" divided by all cases

Count({$<Age={"<=3"}>} Case)

/

Count(Case)

Anonymous · ‎2018-09-04

Excellent, thanks William! That works a treat, would it be possible to filter even further, so calculate the SLA but also by the case owner?

Thanks,

william_fu · ‎2018-09-04

What you could do is use that measure on a visualization (say a bar chart) and then add the CaseOwner as a dimension in the chart. Then you would have the SLA calculated for each of the owners.

But yeah, if you wanted to, you could hard code the calculation to something like this (this is called set analysis in Qlik):

Count({$<Age={"<=3"}, CaseOwner={'Bob'}>} Case)

/

Count({$<CaseOwner={'Bob'}>} Case)

Anonymous · ‎2018-09-06

That's done it, thanks once again William!

william_fu · ‎2018-09-06

You're welcome!

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