How to read SLA Reports?

SLA (Service Level Agreement) Reports provide insights into customer service performance metrics, tracking how well your team meets predefined service commitments.

Access

Navigate to Reports → SLA

Key Metrics

1. Hit Rate

Percentage of successfully met SLAs

Calculation: (Total SLAs - Missed SLAs) ÷ Total SLAs

Higher percentage indicates better performance

2. Number of Misses

Total SLAs not met within agreed timeframes

3. Number of Conversations

Total conversations with applied SLA policies

Report Features

Filter by:

• Date range

• Agent

• Team

• SLA policy

• Label

• Channel

Includes a log of SLA miss events with timestamps

Interpretation

• High hit rate: Suggests effective customer service

• More missed SLAs: Indicates areas needing improvement in response or resolution times

Benefits

• Track service quality

• Monitor adherence to service standards

• Identify performance gaps

• Improve response and resolution times

Use SLA reports to ensure your team meets customer service commitments consistently.