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Service level reporting
Analyze SLA attainment, breach reasons, and staffing impact using NexusCore analytics.
7 min•operations•
analytics
operations
Dashboard overview
- SLA attainment: percentage of tickets meeting response and resolution targets.
- Breach reasons: categorized by workload, misrouting, missing information, or external blocker.
- Staffing correlation: overlay agent availability against breach volume.
Key metrics
| Metric | Definition |
|---|---|
| Response SLA % | Tickets that received first response within target |
| Resolution SLA % | Tickets resolved within target |
| Time to first response | Average minutes before agent reply |
| Breach count | Total breaches in selected period |
| Reopen rate | Percentage of closed tickets reopened |
Filters
- Queue or brand
- Ticket intent
- Plan tier (standard vs. enterprise)
- Timeframe (rolling 7, 14, 30 days, custom)
Investigating breaches
- Click breach count to drill into ticket list.
- Review audit log timeline for delays.
- Use macros/knowledge tags to spot missing resources.
- Export CSV for leadership review.
Staffing insights
- Compare breaches against agent active hours.
- Identify shifts requiring additional coverage.
- Share heatmaps with workforce management teams.
Automating follow-up
- Trigger Mesh automation when breach count exceeds threshold.
- Notify queue owners with the top three contributing factors.
- Launch coaching tasks for agents with repeated breaches.
Regular SLA reporting keeps customers satisfied and teams accountable.
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