The Ticket SLA ( Service Level Agreement) reports are Agreements (SLAs) Report is designed to track and handle the tickets and handle them with predefined service time agreements ( SLAs). The SLA (Service Level Agreement) . A service level agreement is a predefined time frame within which for a ticket must to be resolved. SLAs can vary depending on ticket type, urgency, or custom definitions (e.g.for example, hours , and days). Not all tickets are subject to SLAs. If a ticket type doesn’t have an associated SLA, it won’t appear in SLA-based reports.
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| title | Type Types of SLA ReportsCharts |
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You can click on the Switch Chart option to switch the graphical view of the reports in the using the following options. The following are the 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 different specific days. It aggregates the data for each specific day (For example, such as all Mondays or all Tuesdays , Tuesdays, and so on, within the given range)selected date range. This helps identify patterns where ticket performance can vary based on the day.
- SLA by Hour: This report displays provides a breakdown of ticket performance with SLAs based on the hour of the day (by hour. For example, tickets exceeding it shows how many tickets exceeded their SLA at 6 AM or , 12 PM). This granular view helps identify potential issues with ticket resolution timing., and so on.
- Tickets Meeting or Exceeding SLA: This compares the percentage of tickets that either meet meeting or exceed 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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You can filter the tickets to help you narrow down or sort through tickets based on specific criteria using the options provided in the filter tool. This allows agents or managers to focus on particular sets of tickets, making it easier to manage and analyze them. The following are the Filter options: - Date Range: You can filter tickets based on a predefined period, such as Today, One Week, Two Week, Three Week, One Month.
- Custom Dates: Offers flexibility to choose specific start and end dates for filtering tickets. This is useful when analyzing tickets created or updated during a particular time frame. You can select up to 60 days.
- Agent Teams: Filters tickets based on specific teams of agents, allowing you to see only the tickets handled by a particular group (for example, Technical Support, Customer Service, and so on.).
- Agents: Filters tickets assigned to or created by individual agents. This helps track the workload or performance of specific agents.
- Components: Allows filtering by specific components, such as different services or products within the system. It is helpful for larger organizations dealing with multiple offerings.
- Labels: Filters tickets based on custom labels or tags applied to tickets. These labels could represent different categories or specific issues (for example, urgent, billing, or bug).
- Priorities: Filter tickets by priority levels (For example, low, medium, high, or critical). Helps agents focus on the most urgent or important tickets.
- Ticket Types: Filters by the type of ticket, such as Bug, Feature Request, Incident, or Service Request. This helps categorize and manage different types of issues.
- Time to Resolve (Hours): Allows filtering based on how long it took (or is expected to take) to resolve a ticket. This helps track tickets nearing or exceeding SLAs.
These filters help improve efficiency by providing a customized view of the tickets based on your specific criteria. |
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| title | Data in Ticket SLA Report |
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The Ticket SLA report features multiple columns that present key data 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. The following table provides detailed descriptions of each column. | 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 | Represents the percentage of tickets that met their SLA deadlines compared to the total number of tickets considered. | | Ticket Exceeding SLA | 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 | 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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The report provides both Table and Chart options, and you can choose how to view the data using a  Image Addedtoggle 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: - Chart: Displays the data visually using charts (for example, bar charts, line charts), allowing you to quickly identify trends and patterns in ticket updates, comments, resolutions, and other key metrics.
- Chart and Table: Simultaneously shows the graphical representation and detailed table. 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 (for example, updates, comments, tickets resolved) in rows and columns. This option is useful for viewing detailed figures and performing data analysis.
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