We haven’t seen that particular issue but we are still pretty new to actually using SLAs. I’d be curious to hear what Support tells you. We have found another page where it doesn’t calculate correctly (Reports/SLA Performance). I’ve asked about SLAs here recently and came away with the impression that they either aren’t used very heavily, or just aren’t used very heavily by community users. But please let us know what they say. 

I had a similar issue with reporting and SLA. Maybe this can help you

Thank you. Our SLAs are attached as tickets are created (but are also immediately assigned when created via round robin to our helpdesk team). Though from what we could find it looked like the SLA was retroactive from the moment they were updated. We had a particularly old ticket that was moved to move (as in a few months old) and we have “When updated rules” in place to assign SLAs as well (in case an issue is changed so the appropriate SLA is active) and it retroactively applied it. 

What we were seeing in Analytic Explorer and then SLA Performance was more of the numbers in the response time/resolution time not adding up. Say we are filtered down to an SLA of only 2 tickets (this scenario came up in our testing). We had a 48% response time. But with only 2 tickets the percent of tickets that could hit the response time can only be 0, 50, or 100. We reached out to our CSM who confirmed it was a bug. So hopefully long term it’ll be fixed. If you clicked into the actual SLA there the numbers were accurate.

@RWatson Thank you for submitting your question to our community!  

This is a very interesting note, and I would have suggested submitting a support ticket for that issue. Hopefully, the dev team will have an answer for you soon. They have been working hard to finish the year strong, so I hope this fix is deployed to you soon.

@bclark Thanks again for your feedback. Thanks for continuously finding that feedback so we can continue enhancing and getting these tools working the best we can for you.