SLA breaches (in SLA report)

Term: SLA breaches
Meaning Total count of unique conversations which have been applied an SLA breach tag at least once during the selected time period.

SLA report

Calculation Computed by counting distinct segments for witch there is at least one tagging event with an SLA breach tag. SLA breach tags are the one defined in the SLA rule(s) that your SLA report filters. This includes resolved and unresolved conversations during this time period.
Example Over the selected period, 15 conversations were subject to an SLA breach (all of them on Tuesday).
FAQ If you're not sure which tags correspond to this report, go to "Edit this report" (bottom of the screen) and check the SLA rule filter to find out which rules are covered.
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