SLAs reports

Overview

The Service Level Agreements (SLAs) report measures your SLA metrics by the specific rule, times, and statuses so that you can identify the missed SLAs you should invest in. You will be able to understand the performance of your SLAs based on the goals you've set and how many SLAs you've breached. You'll first need to set up SLA rules in order to use this report.

To learn more about when and why to use this report for your team, click here.


SLA breach definition

How does Front identify an SLA breach?

SLA reports are linked to SLA rules. With these SLA rules, a tag is added each time an SLA breach happens. The SLA report counts an SLA breach each time a conversation gets tagged with the SLA tag within the time period of the report. Removing the SLA breach tag from the conversation does not impact this, as the SLA breach will still be counted by the SLA report.

Example

The SLA rule VIP customers adds the SLA breach tag on a conversation on April 7th. You reply right after it's added and the SLA breach tag is removed automatically.

If your SLA report time period is:

  • April 6th to April 8th: the conversation counts as an SLA breach for the report.
  • April 8th to April 20th: the conversation does not count as an SLA breach. The breach happened before the time period requested.

Report sections

Main Metrics cards

Features

  • Three Averages cards feature metrics about your SLA performance.
  • Click on each metric to see the metric details; how it was calculated and which conversations were counted into the metric.

List of metrics

  1. SLA achievement (%)
  2. Messages with SLA
  3. SLA breaches
  4. SLA warnings
  5. SLA breach time (avg)

SLA Performance Over Time graph

Features

  • The SLA Performance Over Time bar graph shows red bars for the number of Breached SLAs and gray bars for the number of Warning SLAs, over the time increments you've chosen to view.
  • Visualizes data for each SLA rule so that you have insight into each client's experience or each level of service you have.
  • Click the dropdown menu on the top left to choose the specific SLA rule, or view all rules.
  • Use the view filters on the top right of this section to filter by Day, Week, or Month.
  • Hover on a section to see more details about it.
  • Click on each metric to see the metric details; how it was calculated and which conversations were counted into the metric.

SLA Details table

Features

  • The SLA Details table shows performance metrics for each SLA rule so that you get more granular statistics about your response times and breach volume.
  • Type in the search box to find a specific SLA rule.
  • Click the gear icon at the top right of this table to select which metrics you want to display, listed below.
  • Customize how many rows you'd like to display on each page using the Rows per page on the bottom left.
  • Click to more pages using the arrows and numbers on the bottom right.

List of metrics

  1. SLA goal: the time limit defined in the SLA rule's conditions
  2. Messages with SLA
  3. SLA achievement (%)
  4. SLA warnings
  5. SLA breaches
  6. SLA breach time (avg)
  7. Conversations in breach at end

Instructions

Set up a new report view by following this guide.

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