Use the SLA report to review whether conversations are meeting the service targets defined by your applied SLA policies.

![Track service targets with Ruut’s SLA report: Ruut reporting screen](https://app.ruut.chat/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBBK3lZQnc9PSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--60acbafa68b778cdabd38caabeb1b23d0d942819/clipboard.jpeg)

## 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

* **Hit Rate:** the percentage of applied SLAs met successfully.

* **Number of Misses:** missed SLA targets in the selected scope.

* **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.