My company provides IT managed services support to multiple clients that have SLA agreements with us. We have multiple technicians tackling the many tickets that flow in.
For each ticket we have two SLA levels:
- Responded (Whether we responded to ticket within a time frame.)
- Resolved (Whether ticket was resolved within a time frame.)
We use a software system (ConnectWise) that tracks the time resolved, time responded, and the technician(s) that completed those stages of the ticket. Sometimes just one tech may complete all cycles of a ticket's SLA but sometimes a team of people may be part of a ticket (e.g. one person responded, then he passed it on another tech and a couple other techs may work on it too).
What is the most accurate way to gauge each tech's SLA performance on these tickets?
One caveat that impedes an accurate SLA performance by technician is that ConnectWise only associates ONE person that responded and ONE person that resolved the ticket. Here are some scenarios.
We may have a tech who just started his shift and saw a ticket that hasn't been responded for some time. He responds to it, ConnectWise labeled him as the responder, but then he may be hit with a missed response-SLA.
A ticket may pass through different hands and the last person who worked on it and resolved it tagged the ticket Resolved. But he may get hit with a missed Resolved-SLA and this isn't fair because he may not be the one working on resolving it from beginning to end.
I'd appreciate any thoughts and suggestions.