SLA and satisfaction reports

Two of the reports show how well the team is meeting its targets and how customers feel about it. Both can be filtered by period and queue.

SLA

Shows how many targets were met for tickets created in the period that had an SLA policy: the number of tickets, the percentage meeting the first-response and resolution targets, and how many targets were missed. A target still running counts as neither met nor missed. The figures are broken down by queue and by the current assignee.

Satisfaction

Shows what customers answered in satisfaction surveys during the period:

• Score is the share of answers that were good.
• Answers, and the split between good, okay and bad.
• Response rate is how many of the surveys sent were answered.

The figures are broken down by assignee and queue. Answers are credited to whoever had the ticket when it was closed, even if it has moved since.