Calculation for Incident Within and Out of SLA
I am trying to pull a report to get count of incidents that are within and out of SLA for ex.
Count Within/Out of SLA
4 Incident Open and within SLA
2 Incident Open and Out of SLA
1 Incident Closed and Within SLA
5 Incident Closed and Out of SLA
It would be very good if i can pull this data per agent bases. I tried multiple options and scripts but i was not able to calculate count from script
My main requirement is to show a graph of above details for easy understanding and presentation . Can you please help me provide a high-level solution on this . Your response is highly appreciated.