LV27 Pop-Out Help

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titleType of SLA Graphs

You have can click on the Switch Chart option to switch the graph view between the following modesgraphical view of the reports, the following are the graphs available for you to view:

  • SLA by Day of the Week: This report shows how many tickets meet or exceed their SLA deadlines on specific days. It aggregates data for each day, such as all Mondays, Tuesdays, etc., within the selected date range. This helps identify patterns where ticket performance may vary based on the day.
  • SLA by Hour: This report provides a breakdown of ticket performance with SLAs by hour. For example, it shows how many tickets exceeded their SLA at 6 AM, 12 PM, etc. 
  • Tickets Meeting or Exceeding SLA: This compares the percentage of tickets meeting or exceeding their SLA deadlines. Adding the two together should equal 100%, representing the full spectrum of ticket performance against SLAs.

These different views allow you to customize the report based on the aspect of SLA performance you require to analyze.

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titleData in Ticket SLA Report

The Ticket SLA Reports have multiple columns that represent attributes and metrics. These fields provide valuable insights into ticket performance to SLAs, enabling managers and teams to assess effectiveness, identify trends, and make data-driven improvements. Here are the descriptions for the column fields:

ColumnDescription 
NameRefers to the name of the agent or team responsible for handling the tickets.
Ticket Closed within SLAIndicates the total number of successfully closed tickets within the established SLA time frame. 

Percent Tickets Meeting SLA

This represents the percentage of tickets that met their SLA deadlines compared to the total number of tickets considered. 
Ticket Exceeding SLAThis shows the total number of tickets unresolved within the SLA time limit.
Percent Tickets Exceeding SLAIndicates the percentage of tickets that exceeded their SLA deadlines compared to the total number of tickets. 
Active Tickets within SLAThis refers to the number of tickets currently open that can still be resolved within the SLA deadline. 
Active Tickets Exceeding SLADisplays the number of tickets currently open but have already exceeded their SLA time limit. 


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titleViewing Reports

The report provides both Table and Graph options, and you can choose how to view the data using a toggle button next to the Data Range. The toggle button allows you to easily switch between these views, depending on how you prefer to analyze the data.

The available view options are:

  • Graph: Displays the data visually using graphs (e.g., bar charts, line graphs), allowing you to quickly identify trends and patterns in ticket updates, comments, resolutions, and other key metrics.
  • Graph and Table: Shows both the graphical representation and the detailed table simultaneously. This option helps you compare the visual trends with the exact numerical data, providing a complete report view.
  • Table: Displays the data in a tabular format, listing the values for each field (e.g., updates, comments, tickets resolved) in rows and columns. This option is useful for viewing detailed figures and performing data analysis.

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