Classic report: Service Level Agreement (SLA)

This report provides the following metrics on SLAs (Service Level Agreements):

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.

Generate SLA report

1. From Reports, on the left-hand panel, click Classic Reports > Service Level Agreement (SLA).

The Service Level Agreement (SLA) Report page appears.

2. Choose your 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).