SLA Reporting at Agent level
It is currently not possible to accurately report on SLA adherence at Agent, or even Group, level.
SLAs metrics are only tracked against tickets and when Assignee or Group are used as attributes they only refer to the assignee or group that the ticket is currently assigned to.
For example, we would like to be able to produce queries that show % Achieved SLAs for a named Agent.
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Official comment
Thank you everyone for the feedback, it's truly appreciated. This is absolutely something we'd like to deliver, as we see the value of it, but it's not currently on the roadmap for this year.
But there are other investments in SLAs planned, including Group SLAs that we just launched. We also have other enhancements to SLAs coming, with the ability to apply SLAs to more interactions, with new SLA target types, and the ability to customize existing targets.
I'll update this request again in the future once we have a timeline for it.
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This is must have functionality for reporting! Surely setting agent KPIs around SLA adherence is pretty basic stuff?
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+1000.
Historical reporting on a ticket's journey is a must.
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This is functionality I'd expect from a tool like Zendesk, could do it in ServiceCloud
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Improving service delivery and staff performance is difficult if we dont have this capability. Please make it happen! Thank you in advance!
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Agreed, I would love to have this more drilled down level of reporting for Agent SLA vs Ticket SLA.
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This is a must! About to embark in outsourcing and I cannot get this data rolling out in Explore, and it is a requirement from the vendor! Any idea if this will be happening?
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I would agree. This would be an important metric to improve staff performance.
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This is key for us, too.
We need to be able report on which Agent replied to a ticket first, in order for 1st Reply Time to be a statistic we can learn from.
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Totally agree with all commenters. Explore still lack such feature.
Please prioritize the task to implement this faster -
Adding my name to this one. We'd like to be able to report on SLA status by updater - using assignee is the closest we can do, but it's not really useful at all.
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Bumping this as well. Is there a way I can create a report in explorer to track SLA achievement/breaches at the agent level?
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Definitely hoping for this functionality. SLAs based on agent is something we really need to be able to find. Thanks!
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We need to report on agents SLA adherence, not only on the current and last assignee.
if 1st reply was missed by Agent A and then ticket is reassigned to Agent B, we need to see who missed the 1st reply.
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We do need a report about the SLA breach, hope your team considers building it up. Thanks
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Same here. We don't want to know which current assignee is behind a ticket with a breached SLA, we want to know who was the assignee at the time the SLA got breached 🙇
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I was surprised to find a lack of this ability. It is fundamental to understanding and improving SLA performance.
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What is the status here ? there is no update
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18 Comments