The Ticket SLA Reports have report has 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: | Column | Description |
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| Name | Refers to the name of the agent or team responsible for handling the tickets. | | Ticket Closed within SLA | Indicates 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 SLA | This shows the total number of tickets unresolved within the SLA time limit. | | Percent Tickets Exceeding SLA | Indicates the percentage of tickets that exceeded their SLA deadlines compared to the total number of tickets. | | Active Tickets within SLA | This refers to the number of tickets currently open that can still be resolved within the SLA deadline. | | Active Tickets Exceeding SLA | Displays the number of tickets currently open but have already exceeded their SLA time limit. |
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