First Response SLA Adherence

First Response SLA Adherence: Percentage of tickets meeting FRT SLA target.

Formula

FRT SLA Adherence = Tickets meeting FRT target / Total tickets × 100

Computable definition

The canonical formula in the GASP formula grammar. The MCP server compiles it to SQL over the datasets listed below.

count_distinct(field.ticket_id where field.first_response_at <= field.first_response_due_at) / count_distinct(field.ticket_id)

Unit: percent (the formula yields an unscaled ratio)

Data requirements

Grain: Per event · Frequency: Per ticket · Aggregation: event · Staged: no · Main source: Help Desk.

Field	Dataset	Type
`created_at`	ticket	timestamp
`first_response_at`	ticket	timestamp
`first_response_due_at`	ticket	timestamp
`ticket_id`	ticket	string

Example SQL (Postgres)

SELECT (CAST((SELECT COUNT(DISTINCT ticket_id) FROM ticket WHERE created_at >= :period_start AND created_at < (:period_end + INTERVAL '1 day') AND first_response_at <= first_response_due_at) AS DOUBLE PRECISION) / NULLIF((SELECT COUNT(DISTINCT ticket_id) FROM ticket WHERE created_at >= :period_start AND created_at < (:period_end + INTERVAL '1 day')), 0)) AS first_response_sla_adherence

From an agent: with the GASP MCP server, call lookup_metric({ "name": "First Response SLA Adherence" }) or generate_query({ "metric": "First Response SLA Adherence", "adapter": "<your adapter JSON>" }).

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