SLA compliance report features
Monitor and track your team's SLA compliance with LiveAgent's reports. Set SLA levels, rules, and export data to CSV. Evaluate performance by department, agent,...
3 min read
SLA
Reporting
+2
What is an SLA?
An SLA (Service-Level-Agreement) is an arrangement to meet targets for replying to tickets by your agents (support representatives) for providing help to your customers. Providing help based on service levels ensures that you’re delivering quantified and reckonable service. It also provides a more clarified view when issues appear.
SLA Log Report
LiveAgent offers a comprehensive log of fulfilled and missed SLAs from a specific time range and Department. This powerful reporting tool helps you track and analyze your team’s performance against service level commitments.
Key features of SLA Log Report
Individual entries in the SLA Log Report can be sorted by multiple parameters to give you complete visibility into your service performance:
- Requester - Filter by customer or contact
- Ticket ID - Track specific tickets
- SLA Start time - See when SLAs were initiated
- Department - Organize by team or department
- Agent - Monitor individual agent performance
- Due date - Track SLA deadlines
- Closed - View ticket resolution status
- SLA remaining/overdue time - Identify at-risk and overdue SLAs
Export to CSV
The SLA Log can be easily exported to a CSV file, allowing you to:
- Share detailed reports with stakeholders
- Perform in-depth analysis in spreadsheet applications
- Archive historical SLA performance data
- Create custom visualizations and dashboards
- Integrate data with other business intelligence tools
Why SLA tracking matters
Effective SLA management is crucial for maintaining high-quality customer support. By tracking fulfilled and missed SLAs, you can:
- Identify performance trends - Spot patterns in your team’s response times
- Improve accountability - Monitor individual and team performance
- Optimize resource allocation - Identify bottlenecks and staffing needs
- Enhance customer satisfaction - Ensure consistent, timely responses
- Meet compliance requirements - Maintain records for audits and reporting
Available in multiple plans
The SLA Log Report feature is available in:
- Small
- Medium
- Large
- Enterprise
Ready to track and optimize your SLAs?
Start monitoring your service level performance today with LiveAgent’s comprehensive SLA Log Report. Gain insights into your team’s efficiency, identify improvement opportunities, and deliver better customer support. Start your free 30-day trial now. No credit card required.
