Support SLA report

Calculates first-response and resolution times in business hours and reports SLA attainment by team

How it works

Upload a completed SLA report

The ticket-level detail and team scorecard in their final presentation format
Add the source files

The ticket export, the SLA policy, the agent roster, and the business calendar with hours and holidays
Skipper learns the timing rules

How elapsed time is calculated within business hours, which holidays are excluded, how tickets without a first response are handled, and how open tickets contribute to backlog rather than attainment
Upload the new ticket export each month

Skipper recalculates every ticket using the business calendar and rebuilds the scorecard in the same layout

support_tickets_202X-07.xlsx Creation, first-response, and resolution timestamps, with priority, channel, and agent
sla_policy.xlsx First response and resolution targets by priority and channel
agent_team_roster.xlsx Team, manager, and region for each agent
business_calendar.xlsx Business hours and the holidays excluded from elapsed time

support_sla_202X-07.xlsx

Summary Ticket volume, SLA attainment, and backlog for the month
SLA Detail Business hours to first response and resolution, the applicable target, and whether the target was met
Team Scorecard Tickets received, resolved, and open, with first response and resolution attainment by team
Checks Reconciliation of ticket counts and attainment to the source export