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SLA Reports

A Service Level Agreement (SLA) is a commitment you make to customers about how quickly you will respond and resolve their issues. The SLA report measures how well your team is keeping those commitments. Its headline metric is the Hit Rate — the percentage of SLAs met successfully. The higher it is, the better your compliance.

Filtering the report

You can slice the report by:

  • SLA policy
  • Inbox
  • Agent
  • Team
  • Label
  • Date range

Combining filters lets you ask precise questions, such as "What was the hit rate for the customer-success team on the churn-risk label last quarter?" Filtering by date also makes it easy to track a team's compliance period over period and watch how it trends across quarters.

The metrics

Hit Rate

The proportion of applied SLAs that were met. It is calculated by taking the total number of applied SLAs, subtracting the misses, and dividing by the total applied:

hit rate = (applied SLAs - missed SLAs) / applied SLAs

A high hit rate means you are reliably meeting your commitments; a lower one points to areas that need attention.

Number of misses

How many SLAs were breached out of all those that applied.

Number of conversations

How many conversations had an SLA applied to them. Broader coverage is generally better — it means more of your incoming work is being held to a defined standard.

The SLA miss log

Below the metrics, the report lists the most recent SLA misses. Click View Details on any entry to see a grouped timeline of the specific SLA events that were breached, each with a timestamp of when it happened.

This log is a practical triage tool. Managers can use it to find conversations that repeatedly miss their targets and step in to make sure those customers still receive the service they were promised within the agreed time.

Tip

Treat the miss log as a worklist, not just a record. Each breached event is a chance to recover a customer relationship and to spot the patterns — a particular inbox, label, or time of day — behind your misses.

Common questions

Should I aim for 100% hit rate? A perfect score is rarely realistic, and chasing it can mean setting SLAs that are too lenient to be meaningful. Aim for a high, stable rate and use the miss log to address the breaches that matter most.

Why is my conversation coverage low? SLAs only apply where a policy matches. If many conversations fall outside your policies, consider broadening them so more of your work is measured.