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SLA ReportUpdated 22 days ago

With SLA report you can easily monitor adherence to Service Level Agreements to maintain high customer service standards. That way you can ensure consistent quality, which can be especially significant for small brands aiming for growth.

Once you set up your SLAs, navigate to Statistics -> Support Performance -> SLAs to see the achievement rate and the number of tickets that breached the SLA.


By default, the timeframe will be set to last seven days, but you can change that in the top right corner. You can additionally filter the SLA performance results by SLA policies, channels, integrations, agents and teams (based on the assignee), and ticket tags.

The percentage in red or green displayed next to the result shows the comparison to the previous period. The length of the previous period will always match the selected timeframe.



Metrics

Achievement rate

This metric shows the percentage of tickets where your team met the SLA during the selected timeframe. It's calculated as the number of tickets that achieved the set SLA, divided by the number of total tickets that fit the the filtered criteria in the selected timeframe. By clicking the number, you'll see the list of tickets that achieved the SLA.

Achievement rate allows you to easily see how successful the team is at reaching SLA, so you can take appropriate measures. While the aim is to achieve 100% adherence to set SLAs, some deviations are tolerable without jeopardizing your team's reputation. 

The general benchmark for customer services SLAs based on FRT and RT are:

  • 95% - 100% -> excellent service
  • 90% - 95% -> good service
  • 85% - 90% -> acceptable service

That's why it's important to set realistic expectations based on best practices to define SLAs, but also continuously review them and align them based on your business goals.

Tickets with breached SLAs

This number shows how many tickets breached the SLA policy during the selected timeframe. By clicking the number you can examine all the tickets that didn't fulfill SLA and detect the reasons behind it.

Achieved and breached tickets

The graph shows you the number of tickets that satisfied and breached the SLA policy over the selected period of time. It allows you to determine the most common time for SLA breach and understand what might be causing it.


Methodology

A ticket is considered satisfactory only if all the metrics defined within the policy have been achieved. This means that the ticket will not be marked as achieved unless both FRT and RT met the SLA. If the FRT has been met, and there is no RT yet (the ticket is still open), it will not be taken into consideration. If the ticket is snoozed, it will be considered as a closed ticket.

SLA status is reported based on the end of the selected timeframe. If all metrics are achieved initially but one later breaches, the ticket counts as achieved if the timeframe was selected before the breach. It will be considered as breached if the timeframe includes the breach moment.

When tickets are merged, the ticket that keeps the URL (target ticket) will retain SLAs; the ticket that lost the ID (source ticket) will be marked as deleted.


FAQs

Are tickets resolved by AI Agent included in SLAs?

AI Agent is considered equal to human agents. It's very likely that it will always achieve SLAs.

How will the reopening of a closed ticket affect SLAs?

If the ticket was already replied to, it will not affect FRT. However, it will affect RT, so the SLA adherence will be reviewed again after the ticket is closed, or the SLA is breached, whichever comes first.

What happens when I snooze a ticket?

Snooze is considered like a close. As such, when you snooze a ticket, it will be marked as achieved until it reopens, and at that time it will be in a pending state until either the ticket gets closed again, or the SLA is breached, whichever comes first.

Does a ticket need to meet both the FRT & RT targets in order to be marked as achieved?

Yes, providing both are set.

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