Keeping your SLA compliance in check
One of the biggest reasons for businesses to fall back on SLA compliance is a sudden increase in request volume. Organizations agree upon an SLA compliance time with the best case scenario in mind. An organization that has 10 helpdesk technicians, receiving about 100 requests per day on average can easily adhere to a response time of let's say, 20 minutes. But will the same helpdesk be able to comply to that SLA if it suddenly receives 150 requests on a particular day? Maybe. What if the number of incoming requests goes up to 200? Not so sure. I would certainly not put my money on it.
Though this scenario might seem far-fetched, it is not impossible. Something as simple as a network outage or a DDoS attack could cause a flood of new requests. This is why comparing the incoming request count with your SLA compliance is very important. This comparison can give you an idea of how your helpdesk is able to cope up with a sudden increase (or decrease) in incoming requests. Analytics Plus offers a performance timeline report that helps you keep an eye on your SLA violations in comparison to your incoming request count.
Click here for the live report.
