Similar to the Customer Satisfaction Report. You want to be able to slice and dice an SLA compliance report.
This customer service report provides the ability to see SLA compliance from the perspective of Service Groups, Departments, Locations, Regions, Creators, Assignees and Customers. For example, a particularly challenging customer may complain that the Customer Service organization is not providing an adequate level of service. This report will show you exactly how the Customer Service organization performed over time with any specific customer. This report can also help you evaluate the contribution that Assignees and Creators are making to customer satisfaction.
Download the webinar slides: Metrics For IT Help Desk & Customer Service Organizations