--- title: Interaction Service Level Report slug: contact-center/interaction-service-level-report docTags: createdAt: 2025-10-22T06:10:13.532Z --- ### 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.