How do I Generate Total Number of Cases Handled by an Employee within SLA?

Updated on December 27, 2017 10:38pm by Admin

A service-level agreement (SLA) is a part of a service contract where a service is formally defined. In practice, the term SLA is at times used to refer to the contracted delivery time. Service level agreements allow you to add SLA’s for your customers. You can also view the total number of cases handled by an employee within SLA by using reports option.

Lets take a look at the following steps.

Steps to Generate Total Number of Cases Handled by an Employee within SLA

  1. Log in and access Cases App from your universal navigation menu bar.
  2. Click on “Reports” icon located at the app header bar.
    cases-reports
  3. Select Cases Metrics” drop down and then Click on “Cases handled by an Employee within the SLA”  from the left navigation panel.
    reports-handled-by-employees
  4. Provide the following information: 
    • Receiving Email ID - Email address which receives cases.
    • Employee - Name of the employee.
    • Start Date - Start Date.
    • End Date - End Date.
      cases
  5. Click on “View Report” button to view the report in the dashboard.
    view-reports-page
  6. You can also view the percentage of total number of Cases handled by an Employee within SLA.
  7. Click on "Export" button to export them into spreadsheet format.
    view-export-page



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