The SLA Report tells you whether your team is actually meeting the response and resolution targets you've set. It transforms your raw inbox activity into clear performance metrics: first-response adherence and resolution adherence shown as progress bars, a status breakdown of your conversations, and a total breach count that pinpoints exactly where time is being lost. Adjust the date range to measure any period — daily, weekly, monthly — and use the data to make staffing decisions, identify training gaps, or justify expanding your team.
Tip: Review this weekly. A slipping First-Response Met % usually points to staffing or Business Hours gaps — catch it early before it becomes a trend.
Reports aren't just scorecards — they're diagnostic tools. Falling First-Response % means you need more agents during peak hours or wider business hours coverage. Falling Resolution % means your team needs better training, more Knowledge Base documents, or clearer escalation paths. If breaches are concentrated on specific days, adjust your shift schedule. If you have high first-response but low resolution, your team acknowledges quickly but struggles to close complex issues.
Team transparency: Share this report with your agents regularly. When agents see how their response times compare to targets, they naturally prioritize faster. Visibility drives improvement more than rules do.