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.
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 |
Location & attribution |
|
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.
Met time goal data is not available prior to July 2021. |