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SLA Log Report

LiveAgent’s SLA Log Report tracks fulfilled and missed SLAs, sortable by various parameters and exportable to CSV, enhancing customer service efficiency.

SLA Reporting Analytics

What is an SLA?

An SLA (Service-Level-Agreement) is an arrangement to meet targets for replying to tickets by your agents (support representatives) for providing help to your customers. Providing help based on service levels ensures that you’re delivering quantified and reckonable service. It also provides a more clarified view when issues appear.

SLA Log Report

LiveAgent offers a comprehensive log of fulfilled and missed SLAs from a specific time range and Department. This powerful reporting tool helps you track and analyze your team’s performance against service level commitments.

SLA log report interface in LiveAgent

Key features of SLA Log Report

Individual entries in the SLA Log Report can be sorted by multiple parameters to give you complete visibility into your service performance:

  • Requester - Filter by customer or contact
  • Ticket ID - Track specific tickets
  • SLA Start time - See when SLAs were initiated
  • Department - Organize by team or department
  • Agent - Monitor individual agent performance
  • Due date - Track SLA deadlines
  • Closed - View ticket resolution status
  • SLA remaining/overdue time - Identify at-risk and overdue SLAs

Export to CSV

The SLA Log can be easily exported to a CSV file, allowing you to:

  • Share detailed reports with stakeholders
  • Perform in-depth analysis in spreadsheet applications
  • Archive historical SLA performance data
  • Create custom visualizations and dashboards
  • Integrate data with other business intelligence tools

Why SLA tracking matters

Effective SLA management is crucial for maintaining high-quality customer support. By tracking fulfilled and missed SLAs, you can:

  • Identify performance trends - Spot patterns in your team’s response times
  • Improve accountability - Monitor individual and team performance
  • Optimize resource allocation - Identify bottlenecks and staffing needs
  • Enhance customer satisfaction - Ensure consistent, timely responses
  • Meet compliance requirements - Maintain records for audits and reporting

Available in multiple plans

The SLA Log Report feature is available in:

  • Small
  • Medium
  • Large
  • Enterprise

Ready to track and optimize your SLAs?

Start monitoring your service level performance today with LiveAgent’s comprehensive SLA Log Report. Gain insights into your team’s efficiency, identify improvement opportunities, and deliver better customer support. Start your free 30-day trial now. No credit card required.

Frequently asked questions

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