SLA achievement (%)

Term name SLA achievement (%)

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

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.