SLA and CSAT reports

The SLA report

Reports → SLA shows whether the team is meeting the targets you set.

Figures

• Hit rate — the share of requests that met their targets;
• Breaches — conversations where a target was missed;
• Averages — actual first response, next response and resolution times.

How to read it

Do not stop at the overall percentage — look at the breakdowns. Breaches are usually concentrated in one channel, one shift or one agent, which the headline number hides.

Go through the individual breached conversations: the cause normally repeats — requests arriving outside business hours, a conversation left unassigned, a question that needed another department.

The CSAT report

Reports → CSAT collects customer ratings given after conversations are resolved.

What it shows

• Average score for the period;
• Distribution of ratings;
• Customer comments, where they left any.

Improving your scores

• Cut first response time — it is the dominant factor;
• Read the comments on low ratings: they state plainly what went wrong;
• Check whether auto-resolve is skewing the numbers — the survey also reaches people who simply never got their answer.

Limitations

• CSAT only reflects the customers who respond, and most do not;
• SLA figures cover conversations that had an agreement applied. If no rule assigned an SLA, the conversation does not appear in the report.