Met time goal (%)

Term name

Met reply time goal (%) OR Met resolution time goal (%) (previously SLA achievement (%))

Purpose

Met reply time goal: Track how often your team replies on time.

Met resolution time goal (%): Track how often your team resolves conversations on time.

Example use case: As a team, you agree to meet your 2-hour time goal 95% of the time. The Met time goal metric will tell you whether or not you are hitting that target. 

Definition

The percentage of Messages with time goal that did not end up overdue. Expressed mathematically, this is
1 - (Overdue time goals / Messages with time goal)

Location & attribution

• Custom report

  • Line chart

  • Key metrics chart

  • Table chart

• Team performance report

  • Team performance table

• Time goals report

  • Key metrics chart

  • Time goal performance over time graph

FAQ

• Met time goal (%) is recorded at the time the time goal rule expires. For example, if I receive a message on Monday, and I have a 24 hour time goal rule, the met time goal (%) would be recorded on Tuesday, alongside any overdue time goals.

• A conversation is counted for a teammate if they were the assignee when the conversation was marked as overdue.

• Met time goal data is not available prior to July 2021.