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

• SLAs report

  • Main Metrics cards

  • SLA Performance Over Time graph

• Team Performance report

  • Team Performance table - represented by the SLA achieved (%) metric

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.