KPI	KPI Column	Calculation using the fields in the dataset	Logic (Settings in the formlist will be applied)	Number format	Column 1
Average Billable Hours	billable_hours_kpi	billable_hours_kpi	sum(actual_hours) where billable_option ='Billable'	Numeric	2 decimal
Productive Time (Billable hours over Daily Capacity)	productive_time_kpi	billable_hours_kpi/daily_capacity	sum(actual hours where billable_option ='Billable')/ (connectwise user daily capacity or 8)	Numeric	2 decimal
Billable Utilization Rate	billable_utilization_rate	billable_hours_kpi/actual_hours	sum(actual hours where billable_option ='Billable')/ actual_hours	Numeric	Whole number
Average Tickets Resolved per day	resolved_tickets_kpi	resoved_tickets_kpi	count of tickets resolved by the member	Integer	3 decimal Places
% P1 SLA Compliance - Response	p1_sla_response_kpi	response_met_p1/(response_met_p1+response_unmet_p1)	met/(met+unmet)  from priority settings dashboard	Numeric	3 decimal Places
% P2 SLA Compliance - Response	p2_sla_response_kpi	response_met_p2/(response_met_p2+response_unmet_p2)	met/(met+unmet)  from priority settings dashboard	Numeric	3 decimal Places
% P3 SLA Compliance - Response	p3_sla_response_kpi	response_met_p3/(response_met_p3+response_unmet_p3)	met/(met+unmet)  from priority settings dashboard	Numeric	3 decimal Places
% P1 SLA Compliance - Resolution Plan	p1_sla_resplan_kpi	resplan_met_p1/(resplan_met_p1+resplan_unmet_p1)	met/(met+unmet)  from priority settings dashboard	Numeric	3 decimal Places
% P2 SLA Compliance - Resolution Plan	p2_sla_resplan_kpi	resplan_met_p2/(resplan_met_p2+resplan_unmet_p2)	met/(met+unmet)  from priority settings dashboard	Numeric	3 decimal Places
% P3 SLA Compliance - Resolution Plan	p3_sla_resplan_kpi	resplan_met_p3/(resplan_met_p3+resplan_unmet_p3)	met/(met+unmet)  from priority settings dashboard	Numeric	3 decimal Places
% P1 SLA Compliance - Resolved	p1_sla_resolve_kpi	resolve_met_p1/(resolve_met_p1+resolve_unmet_p1)	met/(met+unmet)  from priority settings dashboard	Numeric	3 decimal Places
% P2 SLA Compliance - Resolved	p2_sla_resolve_kpi	resolve_met_p2/(resolve_met_p2+resolve_unmet_p2)	met/(met+unmet)  from priority settings dashboard	Numeric	3 decimal Places
% P3 SLA Compliance - Resolved	p3_sla_resolve_kpi	p1_sla_resolve_kpi resolve_met_p3/(resolve_met_p3+resolve_unmet_p3)	met/(met+unmet)  from priority settings dashboard	Numeric	3 decimal Places
First Call Resolution	first_call_resolution_kpi	first_call_resolution_kpi	count of tickets resolved by the member  where time entry count =1	Integer	Whole number
Same Day Close	same_day_close_kpi	same_day_close_kpi	count of tickets where date_entered = date_closed and counted for each resources	Integer	Whole number
Late Time Entry	late_timeentry_kpi	late_timeentry_kpi	Count of time entries that date_entered - end time > 15 mins / Configured in the setting	Integer	Whole number
Client Retention	client_retention_kpi	client_retention_kpi	Count of clients that is from company teams settings	Integer	Whole number
Ticket Touches	ticket_touches_kpi	ticket_touches_kpi	Count of ticket that there was notes or time entry	Integer	Whole number
Unscheduled Leave	unscheduled_leave_kpi	unscheduled_leave_kpi	Count of time entries with set work type from the settings that the time start is earlier then time entry created	Integer	Whole number