Use the SLA report to review whether conversations are meeting the service targets defined by your applied SLA policies.
Open the report
Select Reports → SLA. Choose the date range at the top of the page.
Focus the results
Select Add filter and choose SLA Policy, Inbox, Agent, Team or Label. Use a focused scope to investigate a particular queue or policy.
Read the metrics
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Hit Rate: the percentage of applied SLAs met successfully.
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Number of Misses: missed SLA targets in the selected scope.
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Number of Conversations: conversations with an SLA applied.
Always check coverage alongside hit rate. A high hit rate with no covered conversations is not evidence that your service commitments are being met.
Investigate misses
When records are available, review the conversation list and use View Details to inspect the missed events and their timestamps. Use that context to understand where a delay began.
Example: filter to a support team and a priority label, then review missed events before changing staffing or routing. Check whether the right policy was applied and whether the conversation reached the right team.
If the report is empty
Check the period, filters and whether SLA policies have been applied to conversations. The screenshot below shows an empty covered-conversation list; its displayed hit rate must be read alongside the zero coverage.
Use Download SLA reports for a review export.