Examples of Custom metrics

Define SLA based on the priority custom field

The following custom metric computes the Case SLA in milliseconds based on the priority field, which makes it suitable for the ticketing process.

Data type: Duration

case when max(priority) = 'High' then 1*24*60*60*1000
else case when max(priority) = 'Medium' then 2*24*60*60*1000
else 5*24*60*60*1000
end
end

Group by: Case ID

Data type is set to Duration to automatically display the metric as a duration instead of a number.
Keep last event for each case is enabled to consider the last value for each case. For more information, see Configuring widgets.

Count the number of specific deviations per case

The following custom metric computes the number of activities with the word change in their name.

Data type: Numeric

count(activity)

Group by: Case ID

Where:

activity LIKE '%Change%'

Where filter applies the filtering only on activities with a specific naming.

Compute the case risk by basing it on the occurrences of some activities

The following custom metric computes case risk by basing it on the Count the number of specific deviations per case custom metric.

Data type: Numeric

SQL_MIN (7*count_changes,100)

Group by: Case ID

Many deviations might violate the SLA of your project or return a negative outcome.

case when listagg(activity) LIKE '%Resolution Rejected%' then 1 else 0
end