Setup
You will need the SLA extension turned on. Please reach out to [email protected] if you need this enabled.
You will also need the following permissions in your security group:
Can access the intelligence page
Click here to learn about permissions and security groups.
The SLA Report helps your team track and manage SLA compliance by providing a detailed, flexible view of tasks and service performance, making it easier to monitor operations and improve service delivery.
Viewing your SLA Report
1. Go to Main Menu > Insights and Reporting > SLA Report
Key Sections and Features
1. SLA Summary Table
For SLA schemes that have both an Onsite and Performed target, the bolded row represents how many met both these targets.
SLA Summary Table Headers
SLA: Name of the SLA scheme
Tasks: Number of Tasks that had this SLA scheme applied
On Time: Number of tasks that were performed within the SLA scheme applied
On Time (%): The % of tasks that were performed within the SLA scheme, out of total tasks
Incomplete: Number of tasks that have not been performed within the SLA scheme applied
Unmet: Number of tasks that did not meet the SLA
Late by 0-4h: Number of tasks performed late by 0-4 hours
Late by 4-8h: Number of tasks performed late by 4-8 hours
Late by 8h+: Number of tasks performed late by 8 hours or more
2. SLA Task Breakdown
Click on the column headers in this table to sort and view the tasks in more detail
SLA Task Breakdown Table Headers
SLA: Name of SLA scheme
Incident
Date
Time
On Site
Date
Time
Performed
Date
Time
Details
Client
Task
Task Status
Property
Service Group
Cost Centre
Branch
Response Summary
Time to site
Time to performed
Customising Your SLA Report View
Filters: Select filters at the top of the page to refine the data set you see.
Column Selection: Select which columns are displayed
Favourites: Save your filtered views by clicking the Favourites button
