SLAs reporting
Track SLA hits, misses, and breaches with the SLAs report template - miss rate at a glance, performance by target type, and response speed after a miss.
Written By Markus from Featurebase
Last updated About 8 hours ago
Overview
The ‘SLAs’ report shows how your team performs against your SLA policies: how many conversations and tickets were covered by an SLA, how many breached a target, and how quickly your team recovers after a miss.
Go to the Reports tab and create a new report. Select the ‘SLAs’ template to get started quickly.
Note: You can also combine reporting metrics and attributes to create your own custom report.
SLA performance
How SLA data is counted
The SLA dataset records when a policy is applied and creates a separate row for each target evaluation, with a hit or missed result. First response, Next response, and Time to close targets are evaluated separately, and next-response targets can be evaluated more than once. One conversation can therefore produce several evaluations, while a single miss is enough for conversation-level miss metrics.
Evaluations are attributed to the teammate assigned when the target was evaluated. Most metrics use SLA started at, while an SLAs missed variant uses SLA missed at when you want to report on when breaches happened. The Reporting metrics and attributes reference lists the exact timestamps and attributes.
Note: SLA metrics have no Within office hours toggle in Reports, because SLA timers already pause outside your office hours and whenever a policy's pause settings apply, such as snoozed conversations. The report counts every evaluation exactly as your policies made it.
SLA performance at a glance
The KPI row at the top summarizes the selected period:
‘Conversations and tickets SLA miss rate’ - the percentage of conversations and tickets with an SLA that breached at least one target
‘Conversations and tickets with SLA’ - how many unique conversations and tickets had an SLA applied
‘Conversations and tickets with missed SLA’ - how many of them missed at least one target
‘Time to response after SLA miss’ - the median time from a miss to the next teammate reply
Hover the info icon next to any chart title to check its metric description, Timestamp, Aggregation, and applied filters.
Hits and misses by target type
‘SLA performance by target type’ is a table with one row per target type, showing its hit rate, missed targets, and median time to response after a miss - so you can see whether misses come from first responses, next responses, or time to close. ‘Targets hit over time’ trends the number of targets hit across the period, split by the same target types - a dip tells you when performance slipped and which target slipped first.
Tip: Hover a chart and click Drill-in to see the individual evaluations behind it, including the conversation, policy, and result of each row.
When missed targets happen
‘Hourly distribution of missed targets’ is a heatmap of missed evaluations by weekday and hour. Misses that cluster in specific hours - early mornings, late Fridays, or one weekday's spike - can point to a coverage gap and show where to investigate staffing.
Response after a miss
‘Time to response after SLA miss by target type’ shows the median time from the moment a target was missed to the next teammate reply, per target type. The metric is bucketed by SLA started at. It tells you whether missed conversations get picked up minutes later or sit unanswered.
Customize this report
Clicking Use this template creates your own copy - the built-in template stays unchanged. Add, remove, or reconfigure charts like in any custom report, using the SLA metrics and attributes from the SLA dataset.
Useful filters
SLA name - scope every chart to a single policy
The dynamic Teammate filter, which resolves to SLA attributed to on SLA charts, to review one teammate's SLA performance
The date range picker, to focus every chart on the period you are reviewing
Learn more about customizing reports →
SLAs report use cases
Get a high-level overview of your SLA performance
Use the KPI row for overall coverage and miss rates, then ‘SLA performance by target type’ to compare first response, next response, and time to close.
Identify fluctuations in your performance over time
Use ‘Targets hit over time’ to see when SLA performance improves or slips.
Identify patterns and adjust staffing or scheduling
Use ‘Hourly distribution of missed targets’ to find recurring coverage gaps by hour and weekday.