SLA reports

Overview

The SLA report gives you insights on your SLA rules. It contains an overview of conversations covered by SLA rules, breaches, as well as advanced breakdowns on your response and resolutions times.


SLA breach definition

How does Front identify an SLA breach?

SLA reports are linked to SLA rules. With these SLA rules, a tag is added each time an SLA breach happens. The SLA report counts an SLA breach if a conversation gets tagged at least once with the SLA tag within the time period of the report. Removing the SLA breach tag from the conversation does not impact this, as the SLA breach will still be counted by the SLA report.

Example

The SLA rule VIP customers adds the SLA breach tag on a conversation on April 7th. You reply right after it's added and the SLA breach tag is removed automatically.

If your SLA report time period is:

  • April 6th to April 8th: the conversation counts as an SLA breach for the report.
  • April 8th to April 20th: the conversation does not count as an SLA breach. The breach happened before the time period requested.

Anatomy of the SLA report

Featured metrics

At the top of the SLA report, you will see five featured metrics that give a quick overview of this time frame. The metrics featured here are:

Conversations graph

Below the main metrics, you will see a line graph showing the different metrics to choose from:

Detailed metrics chart

Below the graph, you will see a detailed metrics chart with specific data:

Time metrics charts

The last group of charts reports on the length of time it took for your replies and resolutions within each time segment. The three charts detail the metrics below:


Create an SLA report

From Analytics

Step 1

Click into Analytics.

Step 2

Click on the + button to create a new report.

Step 3

Under the Type dropdown, select SLA.

 

Step 4

You will see a new field called SLA Rules appear with a list of your team's SLA rules, and you will select at least one existing SLA rule to create the report.

You can also use filters to further narrow down specific Inboxes, Channels, Teammates, or Tags.

From an SLA rule

When creating or editing an SLA rule, you have the option to create the corresponding SLA report. The report will automatically be filtered on the inbox selected in the Scope section of the SLA rule.

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