A service-level agreement (SLA) is a part of a service contract where a service is formally defined. In practice, the term SLA is at times used to refer to the contracted delivery time. Service level agreements allow you to add SLA’s for your customers. You can also view the total number of cases handled by an employee within SLA by using the reports option.
Steps to Generate Total Number of Cases Handled by an Employee within SLA
- Log in and access Cases App from your universal navigation menu bar.
- Click on the “Reports” icon located at the app header bar.
- Select “Cases Metrics for Receiver” drop-down and then click on “Cases handled by an Employee within the SLA” from the left navigation panel.
- Provide the following information:
- Receiving Email ID - The email address that receives cases.
- Employee - Name of the employee.
- Start Date - Start Date.
- End Date - End Date.
- Click on the “View Report” button to view the report on the dashboard.
- By clicking on the View Report, you can view the report summary.
- In that, you can view the following summary.
- Total Number of Cases
- Total Number of Cases resolved within SLA
- Percentage of Cases resolved within SLA
- Total Number of Cases resolved outside SLA
- Email Within SLA %
- Total Number of Cases auto closed
- You can also view the percentage of the total number of Cases Handled by an Employee within SLA.
- Click on the "Export" button to export them in a spreadsheet format.
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