SLA reports provide an overview of your teams compliance on your agreements, the Hit Rate is the most important metric to track, it measures the percentage of SLAs that we're complied successfully. The higher this hit rate is, the better your compliance is.
Filtering
You can filter the report based on the following attributes
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SLA Policy
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Inbox
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Agent
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Team
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Label
This allows you to get a comprehensive look of what kind of conversations have the best or the worst hit rate. This can also be useful in tracking the performance of the team and agents.
You can also filter the report based on a date, this makes it easy to find the hit-rate of a particular team every quarter, and track historically how this metric has changed.
Conversation list
The conversation list shows the most recent SLA misses, click on the View Details button gives you a summary of the timeline of SLA missed events, it can be used by managers to triage the conversations which have consistently missed their SLAs and being able to take action to ensure that your customers get the desired service in the stipulated time.