Service Level Agreement compliance and performance tracking
Overall SLA Compliance
94.6%
First Response SLA
96.2%
Resolution SLA
93.1%
Breached This Month
27
| Priority | 1st Response Target | 1st Response Actual | Resolution Target | Resolution Actual | Compliance | Breaches |
|---|---|---|---|---|---|---|
| Urgent | 15m | 12m | 4h | 3h 42m | 96.5% | 3 |
| High | 30m | 28m | 8h | 7h 15m | 94.2% | 8 |
| Medium | 2h | 1h 45m | 24h | 18h 30m | 92.8% | 14 |
| Low | 4h | 3h 20m | 48h | 36h 10m | 97.1% | 2 |
| Agent | Tickets | Compliance | Avg Response | Avg Resolution | Breaches |
|---|---|---|---|---|---|
SCSarah Chen | 142 | 97.2% | 22m | 5h 30m | 1 |
MRMarcus Rivera | 128 | 94.5% | 28m | 6h 45m | 4 |
APAisha Patel | 156 | 98.1% | 18m | 4h 50m | 0 |
TGTomas Garcia | 98 | 91.8% | 35m | 8h 10m | 6 |
RKRachel Kim | 87 | 93.1% | 30m | 7h 20m | 3 |
DODavid Osei | 134 | 95.5% | 25m | 6h 15m | 2 |
LJLisa Johansson | 76 | 96.1% | 20m | 5h 45m | 1 |
MSMaya Singh | 112 | 92.9% | 32m | 7h 55m | 5 |