3. Select the SLA parameter to report on (click on the parameter name):
- First reply time;
- Next replies time;
- Resolution time.
Description of the above parameters can be found here.
4. Specify an additional criterion that you can use to track user performance:
- Tickets. The report is generated only by tickets: chart, diagram, table;
- Answers. See statistics only on user responses (the system counts each user's response): chart, diagram. Use this criterion for the "Next replies time" parameter.
Note! The SLA report is generated in real-time for all status tickets and responses. For example, you can see how many overdue responses a user has per day, even if the ticket is «Opened».
The report is displayed as a line chart, pie chart, and table by ticket.
The green graph shows tickets or responses without SLA violations, and the red graph shows overdue tickets or responses. When you hover over the chart, the number of tickets/responses by date will be displayed according to the chart.
The diagrams show the percentage of completed and overdue tickets or responses.
Click on the chart to display the list in the table of completed/overdue tickets for the reporting period. You can go straight to the tickets by clicking on the number and see in more detail why the responses were overdue.
Note! The table is formed only by tickets. For example, the number of overdue responses in the chart can exceed the number of overdue tickets (some overdue tickets exceed one overdue response).