Ticket SLA (Service Level Agreement) reports are designed to track the tickets and handle them with predefined service time agreements (SLAs). The SLA (Service Level Agreement) is a predefined time frame within which a ticket must be resolved. SLAs can vary depending on ticket type, urgency, or custom definitions (e.g., hours, 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.
You can view the reports in the using the following options:
SLA by Day of the Week: This report shows how many tickets meet or exceed their SLA deadlines on different days. It aggregates the data for each specific day (For example, all Mondays or all Tuesdays within the given range).
SLA by Hour: This report displays ticket performance with SLAs based on the hour of the day (For example, tickets exceeding SLA at 6 AM or 12 PM). This granular view helps identify potential issues with ticket resolution timing.
Tickets Meeting or Exceeding SLA: This compares the percentage of tickets that either meet or exceed their SLA deadlines. Adding the two together should equal 100%, representing the full spectrum of ticket performance against SLAs.