It will be a great feature, if we where able to set mathematics in our reports.
For example how many percentage of the total tickets are SLA based for our costumers.
How high is the uptime of a System in SLA, in comparison with the total spent time of al the tickets of that specific system.
The system could be a costum field which the agent can make for himself.
a quick example:
we have a SLA of 90%
we have one system that in one year has 9 incidents which each has taken 15 hours to solve.
our total Uptime of 100% is 1500 hours in a year.
so my mathematic chart i would like to add to the report is uptime of past year =(9*15)/1500=91%
It would be even greater if we can add more KPI's, like uptime in percentage and workhours, number of incidents a year etc.