Read the SLAs report
See how often first replies and resolutions met their SLA targets, overall and for each policy, counted in business hours when the policy says so.
Last updated 2 min read
The SLAs report shows how well you keep your promises on speed: how often first replies and resolutions came within your targets.
Before you start
- Who can do this: everyone.
- Plan: all plans.
- What you need: at least one SLA policy. See Set SLA targets for reply and resolution times.
Step by step
- Open Analytics and choose SLAs.
- Pick a date range and filters.
- Read First reply on time and Resolved on time.
- Read By policy: Policy, First reply and Resolution for each.
- If you have no policies, follow Create one to Workflows → SLAs.
What happens next
Each ticket is measured against the most specific policy that matches it. Policies that count business hours only are measured in working time; others on the clock. No target shows where a policy has no target of that kind.
Reading the numbers
| Result | Likely cause | Try |
|---|---|---|
| First reply on time is low | Not enough cover at busy times | Check Busiest times, adjust shifts |
| Resolved on time is low | Tickets waiting on others | Snooze with notes, follow up sooner |
| One policy much worse | Target too tight for that work | Revisit the target |
Setting targets you can meet
Start from what you achieve today: look at First response (median) in the Overview report and set the first-reply target a little faster. Meeting a modest target most of the time is better for morale and for customers than missing an ambitious one. Tighten targets once you consistently meet them.
Tips
- Track the same period each week, such as Last 7 days every Monday.
- Set realistic targets first, then tighten them as you improve.
- Read misses by policy: one policy missing often usually means its target, its coverage or its queue needs attention, not the whole team.
- Pair SLA policies with time-based rules that raise priority before a target is missed, so the team sees the ticket while there is still time.
- Use the live overview's SLA breached card during the day to prevent misses.
Troubleshooting
The report is empty
There are no policies, or no tickets matched them in the period. Check each policy's Applies to settings and that it is switched on.
Numbers differ from the inbox clocks
The report looks back over a period, while inbox clocks show open tickets now. Both use the same policy rules.
Frequently asked questions
What does the SLAs report measure?
The share of tickets that met their targets. First reply on time is the share whose first reply came within the target, and Resolved on time is the share closed within the resolution target. By policy breaks both down for each SLA policy, with No target where a policy has none.
Does the SLAs report use business hours?
Yes, when a policy counts business hours only. The target is then measured in working time from your business hours and holidays, the same way the clocks in the inbox work. Policies that run around the clock, such as live chat, are measured on the clock.
Why does the SLAs report say to create a policy?
Your workspace has no SLA policies yet, so there is nothing to measure. Follow the link to Workflows, SLAs, create a policy with first reply and resolution targets, and the report starts counting tickets against it. Start with one policy per channel and add specific ones later.
Which policy is a ticket measured against?
The most specific policy that matches it, the same one whose clock showed in the inbox. A policy for certain tags beats one for a queue, which beats one for a channel, which beats one that only sets a priority. Equal ones are decided by their order.
How is the SLAs report different from the live overview?
The live overview counts open tickets past their target right now. The SLAs report looks back over a period and tells you how often you met targets, which is the number to track week by week and share with your team.
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Related articles
- Set SLA targets for reply and resolution timesCreate SLA policies for first reply and resolution, by channel, priority, tag or queue, counted in business hours or around the clock, and see breaches.
- Set your business hours and holidaysSet your time zone, opening hours for each day and holidays. SLA clocks count only these hours and the chat widget shows your away message outside them.
- Watch the live overviewSee right now how many tickets are open, unassigned, waiting and past their SLA, who is available, and how today is going hour by hour.
- Analytics metric glossaryPlain definitions of every Hushdesk metric, including tickets created, replied and closed, first response, resolution, one-touch, CSAT and SLA results.
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