SLA achievement (%)
| Term name | SLA achievement (%) |
| Purpose | Track whether you are hitting your SLA goals as a team.
Example use case: As a team, you agree to meet your 2-hour SLA 95% of the time. SLA achievement will tell you whether or not you are hitting that target. |
| Definition | The percentage of Messages with SLA that did not end up in a breach. Expressed mathematically, this is 1 - (SLA breaches / Messages with SLA) |
| Location & attribution |
|
| FAQ | SLA achievement (%) is recorded at the time the SLA rule expires. For example, if I receive a message on Monday, and I have a 24 hour SLA rule, the SLA achievement (%) would be recorded on Tuesday, alongside any breach that occurred.
SLA achievement data is not available prior to July 2021. |