#27 Report of the Week: SLA overview by weeks

[#1]

In this week’s Report of the Week, we’re spotlighting the SLA Overview by Weeks—a powerful visualization that combines SLA performance and customer satisfaction metrics over time.

This time-based report tracks weekly trends across three key service metrics:

• ⭐ Average Satisfaction – displayed as column bars with conditional formatting—top weeks with the highest customer satisfaction ratings are green (great job!), bottom 2 in red (time to investigate).

• ⏱ Time to First Response – Met % (teal spline line) to show SLA response success rates.

• 🔧 Time to Resolution – Met %(blue spline line) to monitor SLA resolution performance.

🗂 Report Layout

• 📅 Weekly Time Hierarchy (Rows) – Organizes data week by week, giving you a clear chronological view of performance trends.

• 📊 Side-by-Side Metrics (Columns) – Displays all three key metrics together, allowing for quick comparison and deeper understanding of how SLA performance aligns with customer satisfaction.

• 📈 Dual Y-Axes – Separates satisfaction scores from SLA met percentages, making the chart easier to read while maintaining clarity across different data scales.

💡 Why Use This Report?

This report tracks trends, spots performance drops, and helps to understand the link between SLA compliance and customer satisfaction.

✅ Are SLAs being consistently met?
✅ Does satisfaction spike when response times improve?
✅ Which weeks need attention?

📊 Try this report in your eazyBI account to stay proactive with your service management performance. Let us know how it helps you uncover trends—and don’t miss next week’s Report of the Week!

eazyBI: Simple Things Easy, Complex Things Possible 🚀