SLA Reports
SLA Policy (Service Level Agreement Policy) ensures timely resolution of customer queries or issues by setting predefined response and resolution timelines based on ticket priority or type.
Configuration
Key Components of SLA Policy:
Priority Levels: Assign priorities like Urgent, High, Medium, or Low to tickets, each with specific response and resolution timeframes.
Response Time: The maximum time allowed to acknowledge and respond to a ticket after it is raised.
Resolution Time: The maximum time allowed to resolve the ticket completely.
Escalation Rules: Automatic escalation of tickets to higher levels or other teams if SLA timeframes are breached, ensuring accountability.
Performance Tracking: SLA dashboards monitor adherence to policies, helping measure efficiency and identify bottlenecks.
By defining SLA policies, businesses maintain consistent service standards, improve customer satisfaction, and ensure accountability within teams.
SLA Reports
The SLA Report is an essential feature within the Helpdesk section that provides key performance indicators (KPIs) for your customer support quality and adherence to service level agreements (SLAs).
It gives managers a quantitative view of how effectively the team is meeting response and resolution targets.
Key Summary Metrics
The top row provides an overall snapshot of the support performance for the selected time period:
Total Tickets: The total number of support tickets received.
SLA Violations: The count of tickets where the required service standard (the SLA) was breached (e.g., missed the time limit for the first response or final resolution).
Average Resolution Time: The average time it took to fully resolve a ticket, from creation to closure.
SLA Compliance Rate: The percentage of tickets that were successfully resolved within the defined SLA limits.
The report breaks down violations by type and priority to help pinpoint areas needing improvement:
1. Violations by SLA Type
This section shows which specific service standards are being missed:
First Response Time: The number and percentage of tickets where the initial reply to the customer was late.
Resolution Time: The number and percentage of tickets that exceeded the time limit for final resolution.
2. Violations by Priority
This section categorizes the violations based on the ticket's urgency:
Urgent, Medium, Low: This shows the percentage of total violations attributed to tickets of a specific priority level. For instance, if Urgent tickets have the highest percentage of violations, it indicates a critical bottleneck in handling high-priority issues.
Here is a breakdown of the key metrics and the formulas used in the report:
SLA Report Formulas and Explanations
1. Average Resolution Time
This is the average time taken by the support team to fully resolve all tickets within the selected date range. This calculation includes all resolved tickets, regardless of their status prior to resolution.
Average Resolution Time = (Total Resolution Time of All Resolved Tickets) ÷ (Total Number of Resolved Tickets)
2. SLA Compliance Ratio
This shows the percentage of all tickets that were resolved without breaching the defined SLA terms (specifically, without breaching the first response due time).
SLA Compliance (%) = (Number of Resolved Tickets without Breach) ÷ (Total Number of Tickets) × 100
3. SLA Type % of Total
This formula calculates the percentage distribution of all SLA violations based on the type of breach (e.g., First Response Time vs. Resolution Time). It helps identify the most frequent violation type.
Violation (%) = (Number of Violations) ÷ (SLA violation) × 100
4. By Priority % of Total
This formula calculates the percentage distribution of all SLA violations based on the ticket's priority level (e.g., Urgent, Medium, Low). It helps identify which priority levels are most often breaching the SLA.
Violation (%) = (Number of Violations) ÷ (SLA violation) × 100
5. Resolution/First Response Time (on export)
This is a calculation used within the exported data (typically Excel) to help determine how much time elapsed beyond the target SLA.
Actual First Response Time − (Ticket Created Time) + (SLA First Response Target priority)
In summary, the SLA Report is a powerful analytical tool that translates helpdesk activity into measurable quality metrics, enabling the business to maintain customer service excellence and improve operational efficiency.
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