Requirement:
I am building a Pega Insight where I need to analyse case resolution performance based on a date range filter using Resolution Date.
The goal is to track SLA performance and resolution efficiency by including multiple aggregated and derived metrics in a single Insight. Specifically, I want to display both counts, percentages, and averages, with further breakdowns based on SLA compliance (In SLA vs Out of SLA).
Within this Insight, I need the following columns/metrics:
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Processed requests
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Resolved in SLA
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% Resolved in SLA
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Resolved out of SLA
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% Resolved out of SLA
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Average Resolution Time
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Average Resolution Time (in SLA)
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Average Resolution Time (out of SLA)
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Average days of delay
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Average days of delay (in SLA)
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Average days of delay (out of SLA)
This requires defining multiple calculated measures, including several percentages and averages, all within the same Insight and we should provide an option to export this data to an excelsheet.
Question:
How can I configure a Pega Insight to support multiple percentage-based and multiple average-based metrics in a single view?
What is the recommended approach to define these calculations especially for handling SLA-based splits (In SLA vs Out of SLA)?