Service Level Agreement Report (IT Departments)

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

This article describes:

• What is in the Service Level Agreement report
• Generating a Service Level Agreement report
  • Exporting the report
• Scheduling a Service Level Agreement report
  • Editing the report schedule

The Service Level Agreement Report

This report shows the following information:

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 bar graph shows the number of first responses to tickets that exceeded the SLA, and by how much time.

Note: Hover your mouse to see the exact number of tickets that met or exceeded the SLA.

Total 'Closed Ticket' Exceeded

This bar graph shows the number of tickets whose closing exceeded the SLA, and by how much time.

Note: Hover your mouse to see the exact number of tickets that met or exceeded the SLA.

Generate a Service Level Agreement Report

To run the Service Level Agreement report:

1. From Reports, on the side panel, click Service Level Agreement.

The Service Level Agreement Report page appears.

2. Fill in the parameters:

• Time Period: Today, Yesterday, Last 7 Days, Last 30 Days, Last 60 Days, Last 120 Days, This Month, Last Month, Last Two Months, or Custom Range
  Note: Last X Days refers to the previous X days while the Last X Months refers to the previous X calendar months. For example, if you select Last 60 Days on June 15th, the period will be April 17 - June 15. If you select Last Two Months on June 15th, the period will be April 1 - May 31.
• Site Name(s)

3. Click Generate. The Service Level Agreement report displays (see What is in the Service Level Agreement report).

To export the Service Level Agreement report:

Click the Export dropdown, in the upper-right corner of the report, and select Excel or PDF.

Schedule a Service Level Agreement Report

To schedule the Service Level Agreement report:

1. From Reports, on the side panel, click Service Level Agreement.

The Service Level Agreement Report page appears.

2. Click the Schedule Report tab.

3. Fill in the parameters:

• Time Period: Select Today, Yesterday, Last 7 Days, Last 30 Days, Last 60 Days, Last 120 Days, This Month, Last Month, Last Two Months, or Custom Range
  Note: Last X Days refers to the previous X days while the Last X Months refers to the previous X calendar months. For example, if you select Last 60 Days on June 15th, the period will be April 17 - June 15. If you select Last Two Months on June 15th, the period will be April 1 - May 31.
• Site Name(s)

4. Click Schedule. The Add Report Schedule window appears:

• Give the scheduled report a clear, concise description.
• Select the Recipients (select Users or Technicians).
• Select the User / Technician Name(s).
• You can schedule weekly and/or monthly reports.
  
  • For Weekly, select the day, hour and frequency.
  • For Monthly, select the date and hour.

• Click Apply. The schedule will appear in the Add Report Schedule window.

5. Click Apply.

Done! The scheduled report appears in the Schedule Report tab.

To edit the Service Level Agreement report schedule:

The scheduled report can be edited. You can edit the Configuration (Description, Recipients, User / Technician Name(s), and schedule) as well as the Filters (Time Period and Site Name(s)).