SLA report: how often your time rules were missed
Last updated: 14 October 2026 · 5 min read
The SLA report shows how well the time rules were kept in conversations that have an SLA policy. If no SLA is set up, the page is empty and links to “SLA settings” (see “SLA: a rule for response and resolution time”).
Steps
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1
Open the page
In the left menu, open Reports › SLA and choose the period. Use the filters at the top to choose a channel, inbox, team, agent or label.
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2
Numbers
- “On time”: the share of conversations that missed no target. Those still running count too.
- “Conversations with an SLA”: conversations an SLA was applied to in this period.
- “Misses”: conversations past their first reply, next reply or resolution target.
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3
Charts
“Day by day” shows conversations with an SLA and misses for each day. “By policy” and “By agent” split the misses by policy and by the conversation's agent. Click a bar and the list shows that policy's or agent's misses.
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SLA list
By default it shows the missed SLAs: time, conversation, contact, policy, agent, status and the missed target (“First reply”, “Next reply”, “Resolution”). Click the conversation number to open it. “CSV” saves the list to a file.
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Who sees it
Administrators and custom roles with the “Manage reports” permission see every conversation. An agent sees the SLAs of conversations assigned to them only.