SLA reporting dashboard overview (Professional and Enterprise) Follow

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27 comments

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    Adrian Meier

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

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    Jacob J Christensen

    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.

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    Colin Piper

    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.

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    Jacob J Christensen (Edited )

    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!

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    vincent.brand

    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

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    Jacob J Christensen

    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.

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    Andrew J

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

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    Jessie Schutz

    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. :)

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    Andrew J

    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 :)

  • Avatar
    Jessie Schutz

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

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    Jessie Schutz

    Hey Andrew, which report are you looking at?

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    Andrew J

    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"

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    Andrew J

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

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    Jessie Schutz

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

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    Jessie Schutz

    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.

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    Andrew J (Edited )

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

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    Jessie Schutz

    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.

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    Andrew J

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

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    Jessie Schutz

    Holler if you need anything else. :)

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    Andrew J

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

     

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    Jessie Schutz

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

     

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    Andrew J

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

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    Jessie Schutz

    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.

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    Andrew J

    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 :)

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    Jessie Schutz

    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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    tyler

    I have 2 SLA Policies and see tickets are getting a policy, but get "No Data" under SLA (under insights).  Why does it keep reflecting no data?

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    James Sanford

    Hey Tyler!

    It looks like you've posted two separate SLA questions which are both similar.  To best answer these questions for you we're going to need to discuss account specific information so I'm going to go ahead and bring you into a ticket for both of these so we can review this with you!

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