Waiting Time vs SLA
Per service: average and longest wait, average service, and the share of tickets meeting that service's Wait Target and Serve Target - then the trend per day. The service-promise report.
Questions It Answers
- What share of customers were served within the wait target we promise?
- On which day did service miss the target most?
- Which service's targets need revisiting?
Filters
| Filter | What it does |
|---|---|
| Date | Required. A range (between) or one-sided; the ticket date. |
| Division | One division; empty = all. |
| Queue Service | One service; empty = all. |
How To Read It
| Column | Meaning |
|---|---|
| Finished Tickets | Only tickets with status Finished count in this report. |
| Wait Target, Serve Target (min) | From the Queue Service master. |
| Average Wait, Longest Wait, Average Serve (min) | From the wait/service times stored on tickets. |
| Within Wait SLA %, Within Serve SLA % | Share of tickets whose wait ≤ wait target, and whose service ≤ serve target. |
| Per date | A row per day for that service: tickets, average and longest wait, average service. |
Why The Numbers May Differ
- A service with target 0 is never "within SLA" - set its targets in the master.
- No Show and Transferred tickets are excluded; their wait never ended.
- Wait is measured from issue to the first call; recalls do not extend it.
Menu Location
- Queue Management / Queue Reports / Waiting Time vs SLA
/report/queuewaitsla