This report provides the following metrics on SLAs (Service Level Agreements).
Understanding the SLA report
Summary
- Tickets: Total number of tickets included in the report.
- Tickets Responded: Total number and percentage of tickets responded to.
- Tickets Closed: Total number and percentage of tickets closed.
- Responded Within SLA: Total number and percentage of tickets first responded to within the SLA.
- Closed Within SLA: Total number and percentage of tickets closed within the SLA.
- Tickets Within SLA: Total number and percentage of tickets currently open within the SLA.
- Tickets Breaching SLA: Total number and percentage of tickets whose SLA has expired.
- Total 'First Response' Exceeded: Total sum of technicians' first response time exceeding their SLA.
- Total 'Closed Ticket' Exceeded: Total sum of technicians' closing of tickets exceeding their SLA.
Total 'First response' Exceeded
This section displays how many tickets are still within the SLA for a first response or have exceeded based on the amount of time overdue.
Total 'Closed Ticket' Exceeded
This section displays how many tickets are still within the SLA for ticket closure or have exceeded based on the amount of time overdue.
Generate SLA report
1. From Reports (on the sidebar), click General > Service Level Agreement (SLA).
The Service Level Agreement (SLA) Report page appears.
2. Select a Time Period from the options provided or set your own custom range. Then click Apply.
Note: Last 60 Days refers to the previous 60 days while the Last Two Months refers to the previous two calendar months. For example, if you select Last 60 Days on July 15th, the period will be May 16 - July 15. If you select Last Two Months on July 15th, the period will be May 1 - June 30.
3. Select the Customer(s).
3. Select the Site(s).
4. Click Generate. The report appears.
Export Service Level Agreement (SLA) Report
Click the Export dropdown, in the upper-right corner of the report, and select Excel or PDF.
Schedule Service Level Agreement (SLA) Report
To schedule the report, see Schedule a Report.
