Overview:
The SLA (Service Level Agreement) Report provides insights into your support team's performance and can be viewed based on either SLA Responses or SLA Completions for all closed tickets.
- Response Time: It is the duration it takes for a technician to respond to an end user after a ticket is submitted. It is recorded when the technician replies from the ticket detail page to acknowledge receipt.
- Completion Time: It is the time taken to fully resolve and close the ticket. If a ticket is reopened, the SLA Completion time is reset and calculated from the latest reopening point.
There are two reports available in the SLA Report.
- On-Time Report
The On-Time Report helps track how well tickets are being resolved within SLA-defined timeframes. It displays the number of tickets processed during a selected period and compares performance against SLA goals.
- Tkt Count: Total closed tickets in the selected time frame.
- Status: Indicates whether the report is tracking R (Response) or C (Completion).
- Adj Tkt Count: Tickets with SLA-enabled priorities (greater than 0).
- On-Time Count: Number of adjusted tickets responded to or completed within SLA Goal Time.
- Goal Time: Defined SLA time from your Priorities & SLA settings. If no priority is selected, a blended goal is used.
- Actual: The percentage of On-Time tickets out of the Adjusted Ticket Count.
- Goal: The SLA Goal % from your settings or a blended percentage.
- Diff: Difference between Actual % and Goal %.
- Graph: Visual representation (bar graph) comparing Actual vs. Goal. The graph width is adjustable via the Graph Width filter.
Note: For accurate SLA goal alignment, group reports by Priority or apply a Priority filter. Grouping by other criteria (like Account) without a Priority filter will result in a system-generated weighted SLA goal.
Goal vs. Actual Report
The Goal vs. Actual Report provides a direct comparison of actual ticket performance against SLA goals, helping teams assess response and resolution efficiency.
- Tkt Count: Number of closed tickets during the selected period.
- Status: Indicates report focus: R for Response or C for Completion.
- Goal Time: SLA target defined in Priorities & SLA settings. Defaults to a blended goal if no priority is set.
- Actual Time: Average time taken to respond or complete the tickets.
- Goal %: SLA goal percentage from settings or a calculated blend.
- Diff: Difference between Goal Time and Actual Time.
- Diff %: Percentage variance between Goal and Actual times.
- Graph: Visual bar chart showing Actual vs. Goal with customizable width.
Steps:
SLA Report
1. Log in to Sherpadesk with valid credentials.
2. Click on "Reports" in the horizontal menu.
3. Click on "SLA & Priority" on the Reports page.
