Creating a Support Metric Saved Search
The case performance metric filters are for support managers to build support performance criteria and to assist with SLA monitoring. The following procedure creates a sample saved search to monitor any breaches of an SLA. Breaches requires all cases to be responded to within four hours of the initial creation time.
To create a support metric saved search
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An admin should ensure the Customer Support and Service feature is enabled at Setup > Company > Enable Features > CRM > Customer Support and Service
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Go to Lists > Search > Saved Searches > New. Click Case.
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In the Search Title field, enter All Cases With Response After 4 Hours.
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Select Support First Reply from the Filter list. Set to not empty.
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Select Initial Response Time (hours). Set to greater than.
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In the Value field, enter 4.
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Click Save and Run.