Which of the following is NOT a metric used in Service Level Agreements (SLA)?

The user adoption rate is not typically included as a metric in Service Level Agreements (SLAs). SLAs focus primarily on specific service-related performance indicators that measure how efficiently and effectively a service is delivered to customers. These metrics are generally centered around the resolution of issues, response times, and adherence to agreed-upon timelines for service requests.

First call resolution, closure rate, and create to resolve duration are all metrics directly related to the service delivery process. They provide insights into how well a service team is performing against the metrics expected by customers. For instance, first call resolution measures the percentage of issues resolved on the first contact, indicating the effectiveness of support. The closure rate assesses how many requests or incidents are resolved over a certain period, while create to resolve duration calculates the time taken from when an issue is reported to when it is resolved, reflecting efficiency in handling incidents.

In contrast, the user adoption rate measures how well users are embracing and utilizing a particular service or system, which does not directly align with the commitment typically outlined in an SLA. SLAs are more focused on operational performance rather than user engagement metrics, making the user adoption rate an inappropriate choice in this context.