SLA reporting dashboard overview (Professional and Enterprise) Follow

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The SLA reporting dashboard enables you to easily view how well you are meeting your SLA policies. This dashboard breaks down your SLA metrics by policy, time, and status, so you can identify problem areas. 

Note: You must have set up SLA policies to use the SLA reporting dashboard (see Defining and using SLA policies). If you just created your first SLA policy, the dashboard might take up to 24 hours to appear. 

Using the reporting dashboard

Note: The first SLA policy with conditions that are satisfied by the ticket is applied to the ticket. To ensure accurate results, please order your SLA policies from most to least specific.  For more information see, Understanding how SLA policies are applied to tickets and Ordering SLA policies

To view SLA reports, you must select a SLA metric. You can select a metric from the SLA metric drop-down list on the headline report. If you do not select a metric, the reports will read 'No data'. The drop-down list is shown below. Only the metrics that are currently being used in your policies will appear. For a total list of SLA metrics you can use see, Defining and using SLA policies

You can specify your results with filter options like date range, ticket group, SLA policy, organization, ticket priority, and brand. The filter options are available at the top of the dashboard above the headline reports.

You can also view more detailed information for several of these reports by drilling-in. A report can be drilled in if the  icon appears at the bottom of the report. 

It's important to note that these results are not calculated on a per ticket basis. To accommodate all metrics, we calculate reports on a per instance basis instead. For more information on instances, see Defining and using SLA policies.

SLA headline reports

The SLA reporting dashboard contains insights into your selected SLA metric, so you can identify key problem areas easily. 

The headline displays four ways to measure your SLA metric:

  • Achieved percentage is the number of instances where the selected SLA metric's target was achieved over the total number of measured instances for the selected SLA metric. 
  • Fulfill time is the median minutes it takes to fulfill the selected SLA metric. 
  • Breach time is the median amount of time by which the target time is breached. 
  • Breached tickets is the number of tickets that breached the metric's target time. 

You can click % Achieved or Breached tickets to drill-in and to view underlying ticket information, including the SLA policy and the median breach time. 

SLA policy by status report

The SLA policy by status report enables you to view the percentage of tickets in each policy that achieved the metric in the target time, fulfilled the metric but surpassed the target time, or have not fulfilled the metric but surpassed the target time. The percentage is based on the total number of tickets in the policy. This graph can help you identify which policies are or are not being met.

You can drill-in to view underlying tickets in each status by selecting a status' bar, or you can view tickets in each policy by selecting the Policy name. Along with ticket ID information, you can view the median amount of time the metric was active (SLA Metric Value) and the median target time (SLA Metric Target). 

You can choose to view one status at a time by hovering over the Status label, or you can view the number of tickets in a percentage by hovering over the percentage number. 

SLA breaches by weekday and hour report

The SLA reporting dashboard helps you better understand your SLA breaches by breaking your breached percentage down by weekday and hour. These two reports can help you identify when your SLA breaches are at their highest and plan accordingly. Neither of these reports contain drill-in functionality. 

SLA breaches by weekday

The SLA breaches by weekday report displays the number of instances where the selected SLA was breached out of all instances for the selected SLA. 

SLA breaches by hour

The SLA breaches by hour report displays the number of breached instances for the selected metric out of all instances for the selected metric at every hour. You can use this report in conjunction with the SLA breached by weekday report above to identify what time during the week SLAs are more frequently breached. 

SLA metric achievement over time

The SLA metric achievement over time report displays your SLA metrics' achievement percentage over the last ninety days, in respect to your filtered time range. You can use this report to analyze how you are currently meeting your SLA goals compared to previous weeks. 

You can drill-in to this report in two ways. You can view one metrics' individual tickets achieved and breached during one week by selecting a point on the graph, or you can see all tickets during one week by selecting week name. In addition to ticket ID information, you can see the median amount of time the SLA metric was active and the median target time. If you drill-in by week you can view the SLA metrics applied, the metric status, and the median amount of time the SLA metric was active. 

Additionally, you can hover over a metric's name at the bottom of the graph to view one metric at a time.

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Comments

  • 0

    Is there as well the possibility to measure the assign time?

  • 0

    This all sounds very interesting, could you please update the article with directions on how to find the SLA Dashboard?
    I have had a (one) policy set up for some time (and I'm on the Enterprise plan), so I expect the Dashboard should be visible for me.
    Probably somewhere like: Reporting > Insights > Advanced Metrics (maybe?), but I'm not seeing it.

  • 0

    Reporting -> Insights. On your "Insights - View Only" dashboard you should have a tab after "Agent Activity" called "SLAs".

    I found this did not appear for me but I had an inactive system at the time with no tickets having any of the SLA policies applied.

    If you have tickets with SLA Policies applied to them and no tab then you will need to get help from the support team. Especially if this has been the case for more than 24 hours.

  • 0

    Thanks Colin!

    I removed a policy yesterday, but I do have tickets currently that have the remaining SLA policy as active.
    Unfortunately still no SLA tab on Insights - View Only.
    Still no SLA tab

    I will contact support tomorrow if it still hasn't turned up. Thanks again!

    Edited by Jacob J Christensen
  • 0

    Hi,

    I've activated SLA policy but I do not see any SLA report or dashboard. I've a tab called "Agent Activity" but no info on SLA

  • 0

    Hi Vincent,

    I'm also waiting for it to appear, as a new tab to the right of the Agent Activity tab as Colin mentioned.

    Zendesk Support tells me that not all projects have migrated to SLAs, they could not give me an ETA on when it would happen either. They quoted from an update on this article:

    [Update: August 25] While most customers using SLAs will now have the SLA dashboard, there are some Insights projects that are still loading.
    • If you see the SLA dashboard but it's empty, your project is still in the process of downloading the SLAs data
    • If you cannot yet see the SLA dashboard, your project is still in the queue to be migrated to SLAs
    

    Hope to have it up and running soon.

  • 0

    There is a fault on my default SLA dashboard - the name of the last report is incorrect, and of course I cannot edit it.

  • 0

    Hey Andrew!

    Can you be more specific? I'd like to know what subdomain you're working with, the name of the report, what the name should be, and whether this is a report you built yourself or if was automatically generated. Once I have that I can look into it for you. :)

  • 0

    Hello Jessie,

     

    It's an auto-generated report - otherwise I'd fix it myself.

    This is on my main account - can you look that up?  The one with lots of agents.

    Email me if you need to - you have my email :)

  • 0

    Okay, I'll take a peek and get back to you ASAP. :)

  • 0

    Hey Andrew, which report are you looking at?

  • 0

    Hello Jessie,

    the name of the last report is incorrect

    Report is called "SLA breaches by hours of event" - but there are two with this name - and the last one is actually something like "SLA Achievement by Date"

  • 0

    Also - is the business hours functioning correctly... we have 100% breaches on Saturdays... but Saturday is 'closed' on our business hours schedule...?

  • 0

    Thanks! Sorry, I misspoke. I'd meant to ask what the name was supposed to be. :P

  • 0

    Okay, I touched base with one of our Insights product champions and it's wrong on our master template as well. He's going to create a problem ticket so we can get that taken care of. 

    I'll take care of making an incident ticket for you, if we end up needing one. :)

    I'm checking into the business hours things for you...that might end up needing a ticket, but we'll see.

  • 0

    Thanks Jessie.  Glad we could help fix the master template :-D

    Edited by Andrew J
  • 0

    Here to serve. :)

    As for the SLA breach thing, I talked with some folks who are smarter with SLAs than myself and my understanding is that if you have SLAs that are already breached at the end of business on Friday, and then an agent goes through and updates those tickets (and only those tickets) on Saturday, you will end up with 100% breach on Saturday, regardless of your business hours.

    If I'm understanding it correctly, the system won't automatically check for SLA breaches outside of business hours, but if the ticket is updated by an agent outside of business hours it'll record the breach for the time at which the update was submitted without regard to whether you're actually "open" at that time.

    Otherwise, if the SLA won't be breached until the next business day (according to your business rules), updating tickets on a Saturday won't have a negative impact - it'll consider that the SLA for those tickets was met.

    I feel like there are probably some layers here that need some in-depth research, though, depending on the circumstances surrounding these specific tickets and your business rules and stuff. If this explanation doesn't clear things up for you, I'd recommend submitting a ticket with as much detail as you can provide so we can take a closer look for you.

  • 0

    The solve on Saturday point makes sense - I will check some examples and see if this is the case.

  • 0

    Holler if you need anything else. :)

  • 0

    I added a new SLA policy several days ago - I can't find this on the dashboard.  How long should it take?

     

  • 0

    Hey Andrew, do you mean that the data from that new policy isn't showing up in your reports yet?

     

  • 0

    Hello Jessie, that's right.  Just checked again - not there.

  • 0

    Hey Andrew, thanks for clarifying!

    Provided that there's data to be found, it should be imported with the rest of your data when Insights and Zendesk sync. If you don't have any data for that new policy yet, though, nothing's going to show up. 

    My guess is that you haven't yet had any tickets that meet the conditions of the new policy yet, which would explain the lack of data.

    If you've definitely had tickets that meet those conditions and you're still not seeing the data, though, I'd recommend shooting a ticket over to Support so we can dig into it and figure out what's going on.

  • 0

    Zendesk Support found the issue for me - only one SLA can apply to each ticket, in my case, my second SLA was the more specific one and the first SLA had already been applied to it.  Switching the specific SLA to the first position should resolve this.

    Might be worth mentioning the importance of ordering SLAs from specific to generic in the article :)

  • 0

    Thanks for reporting back!

    I'll let Docs know and see if we can add a note or other clarification to the article. :)

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