5 Replies Latest reply: Sep 6, 2018 4:42 PM by William Fu

# Calculating Percentage of Achieved SLA

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,

• ###### Re: Calculating Percentage of Achieved SLA

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

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

/

Count(Case)

• ###### Re: Calculating Percentage of Achieved SLA

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,

• ###### Re: Calculating Percentage of Achieved SLA

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)

• ###### Re: Calculating Percentage of Achieved SLA

That's done it, thanks once again William!

• ###### Re: Calculating Percentage of Achieved SLA

You're welcome!

Make sure to mark the answer as correct to close the thread