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.
Using the reporting dashboard
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.

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.
45 Comments
Hey Diego -
I'm sorry no one has weighed in yet. I'm going to try to get some folks to jump in and help you out.
Can anyone tell me how to run this report by agent - so I can use this metric for their monthly scorecard?
Hey Collette!
I'm going to check with some of our Insights gurus here to see if anyone can help with your question! Stand by. :)
Hi! I'd like to report on just those tickets that are actively breached, and approximately how long they've been breached for, but I noticed that for whatever reason the SLA Breach time [Mdn] metric doesn't seem to be calculating anything for those tickets that fall under the Breached (Active) attribute value (however SLA Breach time [Mdn] is calculating for Breached (Fulfilled))
Any thoughts on why this may be the case?
Hello, Natalie,
Thanks for contacting us.
I am opening a ticket and getting back to you internally by e-mail since troubleshooting this may include going through your own reports. :)
I wonder if someone still reads this thread.... but we changed our Global Policy SLA target to Business hours, as opposed to Calendar hours. My question is whether this is taken into consideration for the "Median first reply time" in the Overview portion of Zendesk Insights. After clicking on the metric, I could see that longer first reply times due to the weekend are included, but I just wanted to double-check. Also, any suggestions as to how we can monitor SLAs and still take into consideration only business hours? Thanks!
Tiffay
The median first reply time in the Insights Overview dashboard does not take into account business hours and does not change with your SLA settings. If you need this in business hours, you will need to create your own report using [Biz Hrs] First Reply Time (hrs) [Mdn].
While the Insights dashboards are view only, you can go into GoodData and create a new version with Save As.. that you can customise.
The SLAs dashboard in Insights will monitor your performance in business hours and calendar hours depending on each SLA. So if all your SLAs are now based on business hours, you are sorted.
Hi Graeme! Thanks for the reply! Yes, our SLA Global Policy is based on business hours, which means I can just refer to the SLAs dashboard in Insights, according to your answer. Sounds great! Thanks again!
Tiffany
Yes that is correct. Just remember that the dashboard will reflect calendar hours for tickets processed before you changed your SLA policy. But over time that will not be a problem.
Hi,
I have the same question as Collette above. I am creating a custom dashboard and want to include an SLA view by agent (% achieved). When I add an agent filter, nothing happens. Any suggestions?
Thanks,
Patrick
Hi Patrick,
I would try adding Ticket Assignee to your HOW column. This should allow you to split the report out to show a per agent slice of the data. Note that if you have multiple updaters this could not be where you want to land, but since the SLA is tied to the ticket - it's a tough metric to really point to a specific agent without referencing other metrics in a multiple agent to ticket environment.
If you are able to post the WHAT, HOW, and FILTER options you are using. It may help someone provide some better context into your specific problem. In addition, if you have the goal you are trying to accomplish - in case it's different than that of the post. It can help with providing a more relevant suggestion as well since everyone has very personal needs when it comes to reporting.
Thanks Daniel. That did the trick! By adding the Ticket Assignee to the How column, it now filters by agent. My objective is to report the percent of the SLA First Reply Time each agent achieves on the tickets that are initially assigned to them. I want this on a dashboard where I can filter on a particular agent or show it for all agents. Like the Insights View Only dashboard/SLA tab, I have the headline SLAs achieved report with a filter Ticket Assignee. I created a new report with Daniel's suggestion and added that at the bottom of the page. Now, when I filter on a particular agent, the headline report correctly shows the SLA Achieved of that agent (along with showing it at the bottom of the page as well.
I realize that in a multi-agent to ticket environment, it is difficult to only show each individual agent's SLA score. I believe my report now is showing the SLA % based on who owned the ticket when it was solved (which isn't necessarily the agent that made the first reply). If anyone knows how to pull the SLA % based on agent who made the first reply and not who owned it when it closed, please let me know. Here is what my report currently looks like:
What: % Achieved
How: Ticket Assignee
Filter: Date (Event) where Filter Event Date is greater than or equal to 0
Thanks!
The challenge here is that the SLA data is tied to the ticket and not an agent, so if an agent takes a ticket over, they would be shown as the ticket assignee. Typically you'd want to look at the Updater on a ticket to get an understanding of on update versus the rest if the agent isn't the assignee. However, I'm not certain that this would show you the SLA for that updater since the SLA is a ticket metric and not a user metric.
You could approach it a different way and craft your own metric. Since First Reply Time is a metric built into Insights you may find that you can calculate this on a per agent level. If you know your goal, you might be able to make a metric that includes your goal in the metric allowing for a dynamic metric as needed. There are tons of resources in the Zendesk Help Center about all things reporting - I find that many times there are other articles listed that help get me close enough to a metric I need. Apologies for the link being a dump into a huge list of articles, but I find I learn a ton just looking through what is listed and diving into the articles and comments themselves.
hi everyone, can i get a report for sla per agent to see agents who are not able to keep up with the sla and create corrective actions? can it also be extracted in excel?
Thanks!
Hi James,
Hopefully some of our other community members can jump in here and offer up some guidance.
In the meantime, I wanted to provide some additional resources that I believe you'll find useful:
I hope the above information helps!
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