This report is available only for Administrator.
You can view the tickets count that have met the SLA policy or breached the SLA policy. With this, you can get insight of how well your help desk agents provided support to your customers based on SLA policy. The following will be present in the SLA Policy Report:
- Tickets executed in SLA
- Tickets Respond in Time
- Tickets Resolve in Time
- Tickets Respond Exceed
- Tickets Resolve Exceed
