Incident Management – Multi Timeslot Metric List

The following table lists the Incident Management – Multi Timeslot metrics.

Refer to Incident Management Business Logic Modules for in depth description of the business logic modules associated with this service level template.

Metric Name	Description
Location Timeslot Sender	Sends timeslot enter and timeslot exit events based on the metric’s time zone and timeslot.
Multi timeslot percent of incidents resolved on time	Rate of incidents resolved according to the customer expectations. Sensitive to change request location timeslot and time zone.
Multi timeslot percent of incidents resolved on time, in business days	Measures the rate of achieving the target resolution time (in business days) for incidents based on the target resolution time set by the contract. Sensitive to change request location time slot and time zone.
Multi timeslot percent of incidents resolved on time, on the same day	Measures the rate of achieving the target resolution time (on the same day) for incidents based on the target resolution time set by the contract. Sensitive to change request location time slot and time zone.
Timeslot Events Receiver (Dummy Metric)	Dummy metric which includes registration to timeslot enter and exit event types, to verify they are included as part of the package.