Reading the SLA compliance report Pro

The SLA compliance report shows how often you're hitting your targets — your attainment percentage — broken down by priority and SLA type, over any date range, with a list of exactly which tickets breached and a CSV export.

Open Reporting from the sidebar and scroll to the SLA Compliance section.

The numbers always match what agents saw The report is computed by the same engine as the live SLA bars, so you'll never get a contradictory "the dashboard says 90% but my tickets all breached." Attainment here lines up with the bars on the queue.

Choosing what to measure

Date range — set a From date and To date. The report covers tickets resolved in that window.
Export CSV — download the underlying data for your own analysis or sharing.

The SLA Compliance section under Reporting: the "Pro" badge, the From/To date pickers and Export CSV button, and the attainment summary cards (Overall attainment, Resolution attainment, Checks evaluated, Breaches). sla-compliance-report.png

What the numbers mean

Metric	What it tells you
Overall attainment	The share of all SLA checks that were met — shown as "X of Y met."
Resolution attainment	Attainment for resolution specifically — this matches the live SLA bars.
Checks evaluated	How many ticket × SLA-kind checks went into the number (a ticket can count toward resolution, first-response, and assignment).
Breaches	Total breaches across all SLA kinds in the range.

Below the cards, the report slices the same data By SLA kind (Resolution, First response, Assignment) and By priority, plus an Attainment & breaches over time trend.

The breached-ticket drill-down

The Breached tickets list shows exactly which tickets missed, and by how much:

Column	Meaning
Ticket / Priority / Kind	Which ticket, its priority, and which SLA target it missed
Target	The target it was measured against
Elapsed / Over by	How long it took, and how far past target it went
Policy	Which SLA policy applied to that ticket
Resolved	When it was resolved

If there were no misses in the range, you'll see "No SLA breaches in this range — every target met."

Why old numbers don't change when you edit a policy

For closed tickets, the report judges each one against the policy and targets that were actually in force when it closed — a frozen snapshot. So tightening a policy today never rewrites last month's report.

A note on older tickets A few tickets resolved before snapshots existed have no frozen record; those are recomputed live from current targets and flagged as "Live" in the report, so you know which rows are estimated rather than snapshotted.

The compliance report is a Pro feature Free organizations see a locked panel with an upgrade prompt. The full report — attainment, trends, and the breach drill-down — requires Pro, and is available during the 30-day Pro trial.

Frequently asked questions

Why does the report say "No resolved tickets in this date range"?

Attainment is computed from tickets resolved within your From/To window. Widen the range, or check that tickets were actually resolved (not just created) in that period.

Do the report and the queue bars ever disagree?

No — they share one engine. Resolution attainment in the report is the same calculation behind the bars agents see live.