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Track SLA performance

See how often you meet your SLA targets, per metric, group and agent.

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Available on Growth, Pro, Enterprise. Compare plans

The SLA report

  1. Open Reports. The overview has an SLA achieved figure and the SLA achievement chart: targets met and breached, per SLA metric.
  2. Filter by Date range, Group, Channel or Agent.
  3. Choose Show as table to see the numbers, including targets still in progress.

To download the data, choose Export CSV and pick SLA.

SLA results appear once SLA policies are active. Reports are updated every 15 minutes.

Build your own

In the Report builder you can break down SLA results by group, agent, priority or policy, and add them to a dashboard. See Build a custom report.

Find tickets at risk

Create a view of unsolved tickets with the SLA column, sorted by the next breach, so agents see what is due first. Use the SLA conditions in the view, for example Hours until next SLA breach less than 2.

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