HappyFox's SLA (Service Level Agreement) Report allows administrators to measure the performance of different SLAs configured in the help desk and see how well agents are maintaining them.
Available on Fantastic and above pricing plans.
Go to Reports >> SLA (From the module switcher).
How to set up the SLA report?
- Choose the desired Categories for which you want the report statistics to be based upon.
- Select the time period for the report. The report statistics will populate based on the tickets that had an SLA watch during the selected time period.
Overview tabs in the summary pane give you a gist on some overall SLA performance statistics:
Tickets Checked: Displays the count of tickets which were checked in the selected time interval.
Tickets Breached: Displays the count of tickets which were checked and breached on the same interval. Multiple breaches within the same ticket are counted as one.
# Breaches: Displays count of SLA checks and breaches within the selected time interval. Multiple breaches within the same ticket are counted separately.
Worst Performing SLA: Displays the worst-performing SLA and it's achieved percentage when compared to your defined SLA Targets.
- The above statistics are subject to the time-frame and categories selected in the filter.
- Worst Performing SLA:
- Only SLAs that did not meet the target/goal are taken into consideration and the worst performing SLA among them is displayed along with its achieved %.
- If all of your SLAs met the target/goal%, then a placeholder- " ~ "is displayed with no subtext.
By SLA - Expanded:
This widget gives a detailed overview of the performance of different SLAs configured in your help desk with respect to metrics such as:
- Tickets Checked: The count of tickets that were monitored by the corresponding SLA in the selected time interval.
- Tickets Breached: The number of tickets that were checked and breached within the selected time interval.
- # Breaches: The total number of checks and breaches within the selected time interval. Multiple breaches within the same ticket are counted separately.
- Target: The target goal percentage that you have set as a benchmark for the corresponding SLA.
- Achieved: The goal percentage that your helpdesk has achieved for the corresponding SLA. This value is calculated as :
100 - (Tickets Breached * 100 / Tickets Checked).
Note: You can quickly identify the best/worst performing SLA with respect to each metric by sorting the columns. You can also narrow down the statistics to a single SLA by typing the SLA name into the "Search" bar.
Table Limit: A maximum of 100 SLAs will be shown in the By SLA - Expanded table.
Frequently Asked Questions:
1) What is the update frequency of the SLA report?
A: SLA report is updated every hour automatically. You can also use the "Refresh" button to pull in the latest report statistics.
2) Are Disabled/Deleted SLAs included in the SLA report?
A: Yes. Both disabled and deleted SLAs are included in the report statistics provided they had monitored atleast 1 ticket in the time range specified.
3) Are SLA breaches on deleted tickets included in SLA report?
A: No. SLA statistics on deleted tickets are not reported.
4) How do I export SLA statistics to spreadsheets?
A: You can export SLA statistics to the spreadsheets through HappyFox classic reports. Learn how.
5) How can I drill-down the tickets which have breached an SLA?
A: You can identify list tickets which have breached an SLA through filters in ticket list page. Learn how.
6) How do I access tickets that are about to breach an SLA?
A: Agents can view tickets that are about to breach SLA through HappyFox overview dashboards. More on that here.
7) Why do the SLA report count for individual and consolidated time ranges differ?
A: When a ticket spans across multiple days, it is likely that the SLA would be checked on a specific day and the actual SLA breach would happen on a different day. However, the number of breaches is counted only when the ticket is checked and breached on the selected interval. Due to this, when the SLA is seen for a limited time interval, the checked date and breached date will not fall within the selected time period. Hence, we recommend using the SLA report with larger date ranges (or time intervals), for more accurate results.