SLA Achievement Rate
Also known as: % Achieved SLA Targets, SLA Attainment
SLA Achievement Rate is the share of SLA targets that were met out of all targets that reached a verdict. In Zendesk Explore it is the % Achieved SLA targets metric, calculated from achieved targets divided by achieved plus breached targets, which means targets still counting down are excluded rather than assumed successful.
Why SLA Achievement Rate Matters
Achievement rate can be measured at three levels — target, policy, and ticket — and the three rarely agree. A ticket counts as achieved only when every target on it was met, so ticket-level achievement is always the harshest number and the one closest to what a customer experienced.
How to Calculate
Achieved SLA targets / (Achieved SLA targets + Breached SLA targets) × 100
In TicketBoard
TicketBoard helps you track SLA achievement and related metrics from your Zendesk data. Connect your account for instant visibility.