SLA reporting dashboard overview (Professional and Enterprise)

Zendesk Explore, our new analytics software, is replacing Insights. Most customers who purchased Zendesk Support after July 2018, or have been migrated to Explore don’t have access to Insights. You can find Explore in the Zendesk product tray.

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.

This overview contains the following sections:

• Using the reporting dashboard
• SLA headline report
• SLA tickets by policy and status report
• SLA breaches reports
• SLA metric achievement overtime report

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, 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.