How SupportLogic Calculates ‘Days to Escalate’ and ‘Days Spent in Escalation’

Purpose: 

This article explains how SupportLogic calculates escalation-related metrics and outlines when a case is considered to have met its performance targets.

The purpose of this article is to clarify how SupportLogic calculates escalation-related metrics and to define the conditions under which cases are considered to meet their respective targets.

Details:

1. Days Spent in Escalation

How it works?

SupportLogic calculates the time between the date & time a case enters the escalated state and the date & time it exits the escalated state.

Example:

    •    A case was escalated on April 1 at 10:00 AM

    •    The escalation was resolved (i.e., the case was de-escalated) on April 2 at 8:00 AM

    •    Total time in escalation = 22 hours i.e., (~0.92 days)

   If the target is set to 2 days in SLO metrics, then, as the time spent in escalation is less than 2 days, the case will be considered as having met the target.

2. Days to Escalate

How it works?

SupportLogic compares the timestamp, when the case was created to the timestamp when the case was first escalated.

Example:

    •    A case was created on March 10

    •    The first escalation occurred on March 16

    If the target is kept as 7 days in SLO metrics, then the case meets the target, as the escalation occurred within 7 days of creation 

Note: These metrics apply only to escalated cases. Cases that were never escalated are not included in these calculations.