SLA Reporting

With Analytics, you can track and report on staff members’ performance and service level achievements.

You can see the usage status of SLAs as well as generate specific reports regarding performance and achievement requirements of each SLA. Analytics can assist you in evaluating and monitoring agent performance, SLA usage and performance, and customer support levels. SLA analytics are found in Public Reports/Service/SLA Reports.

For statistical information about individual SLAs, see Create an SLA.