SLA Reporting at Agent level

18 Comments

  • Official comment
    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.

  • Terry Knox

    This is must have functionality for reporting! Surely setting agent KPIs around SLA adherence is pretty basic stuff? 

    6
  • Pete Holborow

    +1000.

     

    Historical reporting on a ticket's journey is a must.

    3
  • Pradeep s pillai

    What is the status here ? there is no update

    2
  • Anthony Garcia Jr.

    Improving service delivery and staff performance is difficult if we dont have this capability. Please make it happen! Thank you in advance! 

    1
  • Paolo Gaioni

    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.

    1
  • Learning.com

    I was surprised to find a lack of this ability. It is fundamental to understanding and improving SLA performance.

    1
  • Sara Gardinier

    Agreed, I would love to have this more drilled down level of reporting for Agent SLA vs Ticket SLA.

    0
  • Mariliam

    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?

    0
  • Jay Kelley

    I would agree.  This would be an important metric to improve staff performance.

    0
  • Adam Pepper

    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.

    0
  • Drey Tee

    Totally agree with all commenters. Explore still lack such feature.
    Please prioritize the task to implement this faster

    0
  • Alex

    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.

    0
  • Kenneth Chan

    Bumping this as well. Is there a way I can create a report in explorer to track SLA achievement/breaches at the agent level?

    0
  • Aaron Henderson

    Definitely hoping for this functionality. SLAs based on agent is something we really need to be able to find. Thanks!

    0
  • DL Zendesk Administrator

    We do need a report about the SLA breach, hope your team considers building it up. Thanks

    0
  • Kévin Arnoult

    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 🙇

    0
  • Gordon Foster

    This is functionality I'd expect from a tool like Zendesk, could do it in ServiceCloud

    -1

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