Reports
Understanding the SLA compliance report
How the number is calculated, and the three reasons it looks wrong.
How it is calculated
For each ticket, the elapsed working time between arrival and the first staff reply is compared against the applicable policy. Time in pending and on-hold is excluded. The report is the percentage that met the target.
“It looks too good”
Almost always agents marking tickets pending while the ball is still in their court. Audit a sample by hand for one week.
“It looks too bad”
Usually business hours or holidays not configured, so weekends count as working time. Check Admin → Companies & SLA first.
“It moves wildly”
Small sample sizes. Below roughly a hundred tickets a month, look at the trend over a quarter rather than the monthly figure.
WAS THIS HELPFUL?
If this did not answer your question, open a ticket and a person will reply. In your own installation, an unhelpful vote can open a ticket automatically.