Interaction Service Level Report

overview the interaction service level report provides a comprehensive overview of sla performance metrics for all interactions handled across different campaigns and queues it highlights both achieved and breached slas , offering a 360° view of service responsiveness and operational efficiency within the contact center this report is essential for tracking adherence to predefined assign time , first response , and resolution time slas — helping leaders identify performance trends, delays, and areas for improvement purpose supervisors, managers, and administrators use this report to measure service delivery performance across queues and campaigns identify sla breaches impacting customer experience evaluate the efficiency of ticket assignment, response, and resolution workflows monitor agent and team level compliance with service standards report fields column name data type definition # number row number for each record in the report date date the date on which the interaction was created, updated, or resolved campaign name string the name of the campaign in which the interaction occurred queue name string the name of the queue associated with the interaction assignment sla metrics metric data type definition interactions assigned within assignment time number number of interactions that were assigned to users within the assign time sla interactions assigned after sla breach number number of interactions that were assigned after breaching the assign time sla average assignment time duration the average time taken to assign interactions to users % interactions assigned within sla percentage calculated as (interactions assigned within sla ÷ total interactions) × 100 — represents overall assignment sla compliance first response sla metrics metric data type definition interactions responded after sla breach number number of interactions where the first response was delivered after the sla threshold was breached average first response time duration the average duration between ticket creation and the agent’s first response % interactions responded within sla percentage calculated as (interactions responded within sla ÷ total interactions) × 100 — indicates timeliness of the first response to customers resolution sla metrics metric data type definition interactions resolved within resolve time number number of interactions resolved within the resolve time sla limit interactions resolved after sla breach number number of interactions resolved after the resolve time sla was breached average resolve time duration the average time taken to fully resolve interactions in the campaign % interactions resolved within sla percentage calculated as (interactions resolved within sla ÷ total interactions) × 100 — measures adherence to overall resolution timelines understanding key sla metrics metric interpretation / business impact assign time sla indicates how quickly new tickets are routed and assigned to agents delays may point to workload imbalance or routing inefficiencies first response sla reflects responsiveness to customers’ initial contact sla breaches here often correlate with lower csat (customer satisfaction) scores resolve time sla measures how effectively issues are resolved within expected timelines breaches may indicate complexity or escalation delays average sla durations useful for benchmarking and identifying trends over time or across campaigns sla compliance % helps managers track service consistency and identify queues or agents needing performance improvement example date campaign name queue name interactions assigned within sla % assigned within sla interactions responded after breach % responded within sla interactions resolved within sla % resolved within sla average resolve time 2025 07 12 technical support l1 queue 188 94% 15 92% 171 89% 3h 12m 2025 07 12 billing support payment queue 143 91% 8 96% 130 87% 4h 35m 2025 07 12 sales inquiry crm queue 112 97% 5 98% 105 95% 2h 50m use cases supervisors identify queues or campaigns frequently breaching slas operations managers benchmark sla compliance across time periods or campaigns quality teams correlate sla adherence with customer satisfaction data administrators audit system performance and routing configuration efficiency best practices maintain sla thresholds aligned with customer expectations and contract terms investigate patterns where first response or resolve time slas are consistently breached use this report alongside the feedback report to analyze sla impact on csat and nps review average sla durations weekly to identify workflow bottlenecks set up automated alerts for sla breaches in critical queues