Measuring SLA Performance in Zendesk
How can I measure SLA performance using the SLAs tab?
The SLAs tab in the Zendesk Support dashboard helps you measure performance against your configured SLAs. It includes metrics like SLA achievement rate, breached tickets, and active tickets. Reports show achieved vs breached SLAs by date and attribute, allowing you to track compliance and identify areas for improvement.
More related questions
How can I access the Zendesk Support dashboard?
To access the Zendesk Support dashboard, simply navigate to Explore and click the Dashboard icon in the left sidebar. From there, select the Zendesk Support dashboard from the list of available dashboards. This dashboard provides a comprehensive…
What information is available on the Tickets tab of the Zendesk Support dashboard?
The Tickets tab on the Zendesk Support dashboard provides insights into the tickets created in your account. It includes headline metrics like the number of created, unsolved, and solved tickets, as well as one-touch and reopened tickets….
How can I evaluate agent efficiency using the Zendesk Support dashboard?
The Efficiency tab on the Zendesk Support dashboard is designed to help you evaluate agent efficiency. It includes metrics like first reply time, first resolution time, and full resolution time. You can also view reports on tickets by first reply…
What can I learn from the Assignee Activity tab in Zendesk?
The Assignee Activity tab in the Zendesk Support dashboard provides insights into the performance of agents and others assigned to tickets. It includes metrics like solved tickets, requester wait time, and assignment to resolution time. Reports on…
How does the Agent Updates tab help in tracking ticket updates?
The Agent Updates tab in the Zendesk Support dashboard tracks comments and updates made by agents on tickets. It provides metrics on public and internal comments, tickets commented on, and tickets solved. Reports include agent comment averages and…
What insights can I gain from the Unsolved Tickets tab?
The Unsolved Tickets tab in the Zendesk Support dashboard offers a detailed view of tickets that are still open and require attention. It includes metrics like unsolved tickets, new and open tickets, and unreplied unsolved tickets. Reports show…
How can the Backlog tab help manage open ticket activity?
The Backlog tab in the Zendesk Support dashboard helps you manage open ticket activity by providing reports on daily and weekly historical backlogs. You can filter these reports by group, assignee, and other attributes to identify trends and areas…
What does the Satisfaction tab reveal about customer satisfaction?
The Satisfaction tab in the Zendesk Support dashboard provides insights into customer satisfaction scores (CSAT) for your tickets. It includes metrics like satisfaction score, good and bad satisfaction tickets, and satisfaction rated ratio. Reports…
What is the purpose of the Group SLAs tab in Zendesk?
The Group SLAs tab in the Zendesk Support dashboard is designed to measure results against group SLAs. It includes metrics like achievement rate and breached tickets. Reports show achieved vs breached group SLAs by date and attribute, helping you…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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