Need: Today’s reporting in Power BI supports a “Completed On Time” measure, but there is no direct way to filter or surface tickets that missed their due date but are still closed—a critical segment for performance tracking and SLA adherence. While a workaround exists (Status = Closed, Minutes Past Due > 0, # Completed On Time = 0 and Ticket ID must be the visible dimension, not OCC ticket ID), it's not always efficient and requires a lot of manipulation to get the records configured in a usable manner. Why It Matters: Understanding which tickets were closed late (i.e., not completed on time) allows operational teams to better identify recurring delays, performance bottlenecks, and areas for process improvement. The absence of this flag limits post-mortem analysis and accountability reporting when the inverse is readily present as a measure.
Value Add:
Enables filtering to isolate tickets that were closed, but not on time—essential for operations, compliance, and leadership.
Helps refine SLA performance tracking.
Supports root-cause analysis for delayed responses.
Adds flexibility to dashboards and visuals by allowing users to compare on-time vs. late completions.
The logic would mirror the inverse of the existing “Completed On Time” measure. Adding this flag would make performance analysis more complete and unlock valuable insights across teams using both datasets.
Need:
Today’s reporting in Power BI supports a “Completed On Time” measure, but there is no direct way to filter or surface tickets that missed their due date but are still closed—a critical segment for performance tracking and SLA adherence. While a workaround exists (Status = Closed, Minutes Past Due > 0, # Completed On Time = 0 and Ticket ID must be the visible dimension, not OCC ticket ID), it's not always efficient and requires a lot of manipulation to get the records configured in a usable manner.
Why It Matters:
Understanding which tickets were closed late (i.e., not completed on time) allows operational teams to better identify recurring delays, performance bottlenecks, and areas for process improvement. The absence of this flag limits post-mortem analysis and accountability reporting when the inverse is readily present as a measure.
Value Add:
Enables filtering to isolate tickets that were closed, but not on time—essential for operations, compliance, and leadership.
Helps refine SLA performance tracking.
Supports root-cause analysis for delayed responses.
Adds flexibility to dashboards and visuals by allowing users to compare on-time vs. late completions.
The logic would mirror the inverse of the existing “Completed On Time” measure. Adding this flag would make performance analysis more complete and unlock valuable insights across teams using both datasets.
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