How Escalation Review Activity % Total is calculated in "Operational Metrics"

In the SupportLogic UI, navigate to Modules → Operational Metrics to access performance insights.

For a detailed overview of Operational Metrics, please refer to the relevant KB article.
https://support.supportlogic.com/support/solutions/articles/73000618079-operational-metrics

Within the Operational Metrics page, you will find a tabular analytics report titled Escalation Review Activity. This report displays user-level activity metrics, including action counts and performance percentages.

The table includes columns such as:

• Dashboard Predictions

• Emails Sent

• Slack Alerts Sent

• Escalated

• Acknowledged

• Disagreed

• Snoozed

• % Actioned

• % Activity Trend

Most columns display straightforward totals. However, % Actioned and % Activity Trend are calculated using specific formulas, as explained below.

% Actioned – Calculation Logic

The % Actioned metric represents the percentage of prediction opportunities that were acted upon.

Formula:

(Number of acknowledged items + Number of disagreed items + Number of snoozed items) ÷ (Number of Dashboard predictions + Number of emails sent+ Number of Slack alerts sent) × 100

Additional Rules:

• The result is capped at 100% (it will never exceed 100%).

• The value is rounded to 2 decimal places.

• If there are no prediction opportunities, the system displays “-” instead of a percentage.

% Activity Trend – Calculation Logic

Step 1: Calculate Each User’s Previous %

For each user:

Previous % = Current % − Activity Trend

This gives the action rate for that user during the previous period.

Step 2: Calculate the Average Previous %

After calculating the previous % for each user:

• Take the average of all users’ previous percentages.

• In this example, the average previous % equals 39.16%.

Step 3: Calculate Overall Activity Trend

Activity Trend = Current Overall % − Average Previous %

This value indicates whether overall engagement has increased or decreased compared to the previous period.