What is an SLA Compliance Report?

A Service Level Agreement (SLA) is an arrangement to meet targets for replying to tickets by your agents (support representatives) for providing help to your customers. An SLA compliance report tracks whether your team has met these agreed-upon targets.

Providing help based on service levels ensures that you’re delivering quantified and measurable service. It also provides a clearer view when issues appear, helping you identify performance gaps and areas for improvement.

Understanding SLA Levels

SLA Levels define the SLA response times that your support agents need to meet. When you create SLA levels in LiveAgent, you can define your business hours to exclude holidays or weekends, ensuring that response time targets are realistic and achievable.

Answer Types for SLA Levels:

• First answer (for new tickets)
• Second answer (for second and all following answers)
• Chat answer
• Call answer

SLA Rules for Automation

SLA Rules are automation rules that are executed when certain conditions are met. These rules can streamline agent workflow and override other existing rules if needed, allowing you to automatically assign appropriate SLA levels to tickets based on specific criteria.

List of Conditions for SLA Rules:

• Ticket source
• Ticket status
• Ticket created (date)
• Ticket changed (date)
• Ticket deleted
• Ticket start referrer URL
• Ticket priority
• Last message
• Assigned agent status
• Custom fields
• Ticket department
• Ticket assigned to
• Customer Group
• Created from invitation
• Ticket tags

List of Actions of SLA Rules:

• Change SLA Level
• Stop other rules

SLA Rules can also be combined with automation rules to escalate tickets that are not marked as new, providing additional flexibility in managing your support workflow.

SLA Compliance Report

LiveAgent’s help desk software offers a comprehensive report of fulfilled and missed SLAs from a specific time range and department. Individual entries can be sorted by department, agent, and date. You can export the report to a CSV file for further analysis and sharing with your team.

SLA Compliance Report Display Options (Columns):

• Date
• Fulfilled
• Avg. time – Fulfilled
• Max. time – Fulfilled
• Min. time – Fulfilled
• Missed
• Avg. time – Missed
• Max. time – Missed
• Min. time – Missed

Use SLA Compliance Report with API

Use the LiveAgent REST API to call values from SLA Compliance reports. This allows you to integrate compliance data into your own applications and dashboards for advanced analytics and custom reporting solutions.

SLA Log Report

LiveAgent also keeps detailed logs of all fulfilled and missed SLAs. The logs can be filtered by departments and by a specific time range. Individual entries can be sorted by requester, ticket ID, SLA start time, department, agent, due date, closed date, and SLA remaining/overdue time. All SLA logs can be exported into a CSV file as well.

SLA Log Report Display Options (Columns):

• Requester
• Ticket
• Department
• Agent
• Level
• SLA started
• Due date
• Closed
• SLA

Use SLA Log Report with API

Use the LiveAgent REST API to call values from SLA Log reports. This enables you to access detailed SLA performance data programmatically for integration with your business intelligence and analytics platforms.

Knowledge Base Resources

For more detailed information about SLA management and configuration, check out these resources:

• SLA Service-level Agreement feature overview
• How to setup SLA in LiveAgent
• Complete API reference