Filter Reports by SLA

The’Reports’ section of the Analytics console provides quite a number of reports that are based on the Affected SLA records.  These reports can be found easily by entering  sla  in the Search box above the list of reports.

What is new is that an additional filter has become available that allows these reports to be filtered by SLA.  The new filter is called ‘Service level agreement’.

This extra filter option makes it possible to look at, for example, the average time it has taken over the past few months to get the Actual resolution field filled out in the affected SLA records of requests that are linked to one or more specific SLAs.