SLA Reporting at Agent level



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Christopher Stock

Zendesk LuminaryCommunity Moderator

Posted Aug 16, 2019

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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20 comments

Official

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Scott Allison

Zendesk Product Manager

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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Thank you Richard for continuing to add your voice and feedback here. Our product team will follow up when they are able with more updates on this feature but please know your feedback has been recorded. Thanks again!

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1263792617430 Hello Scott, I opened up a Zendesk support ticket regarding this request and was directed to this thread by my agent Rafael. 

My team really needs a feature like this to allow accurate reporting. Without it - we have SLAs showing breached on the wrong agents, and this is no way to do reports!

Without a change like you mentioned, we constantly have SLA breaches on the final assignee, rather than the assignee who breached. 

 

Please let me know if this is on the current roadmap to add in the future.

Thanks

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Official

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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What is the status here ? there is no update

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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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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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We do need a report about the SLA breach, hope your team considers building it up. 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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Definitely hoping for this functionality. SLAs based on agent is something we really need to be able to find. Thanks!

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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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