Ticket SLA (Service Level Agreement) reports are designed to track and handle the tickets with predefined service time agreements (SLAs). The SLA (Service Level Agreement) is a predefined time frame for a ticket to be resolved. SLAs can vary depending on ticket type, urgency, or custom definitions (For example, hours and days).
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| title | Type of SLA GraphsCharts |
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You can click on the Switch Chart option to switch the graphical view of the reports, the following are the graphs charts 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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