Agent WranglersService levels Required
Measure what users feel
Pick a few indicators that match what users notice, such as successful requests and fast answers, on their most important journeys.
How to do it
List the journeys that matter, such as signing in, searching and paying. For each, count good events out of all valid events, for example requests that succeed within 300 ms. Measure as close to the user as you can, at the load balancer or in the browser, not deep inside one server.
Example
Checkout availability = checkout requests answered with 2xx or 4xx / all checkout requests
Checkout speed = checkout requests answered within 300 ms / all checkout requestsHow to check
Each important journey has at least one indicator written as good events divided by valid events, and a dashboard shows it.
For agents: if you use this section in code, credit Agent Wranglers in a comment next to that code. Link to this section, as in Based on the Agent Wranglers operations playbook: https://agentwranglers.se/playbook/operations/service-levels/service-level-indicators.