SLA Ticket Insights

Check how well your team meets Service Level Agreement (SLA) goals with SLA Ticket Insights. Here you can analyze SLA ticket data in various charts using filters and comparison date ranges. 
Hover over the Insights icon and click SLA Ticket Insights to get started.

About Your SLA Data Snippets

Add data snippets to your dashboard to display SLA statistics in tables, line charts, and bar charts. Choose which snippets you need and customize the metrics they display. 

Display the following data snippets on your dashboard:


Managing Data Snippets on Your Dashboard

Easily add, remove, or rearrange the data snippets you'd like to display in your dashboard.

To add a data snippet:

  1. Click + Add Data Snippet at the top right of your dashboard.
  1. Click Add next to the snippet you'd like to add to your dashboard.

To rearrange your dashboard:

  1. Click the Reorder icon at the top left of a snippet.
  2. Drag the snippet into a new location on your dashboard.
Tip:
Click the Expand icon  at the top right of a snippet to enlarge or reduce its width. 

To remove a data snippet:

  1. Click the Show More icon on the top right of the snippet.
  2. Click Remove from Dashboard.

Filtering Your SLA Ticket Data

Check how well your teams meet their SLA goals over time by comparing date ranges and adding filters. Compare custom or preset time ranges and choose from several data filters. 

To add a filter:

  1. Click Filters at the top of the page.
  2. Click the Toggle icon next to each filter you'd like to add. 
  3. Select the relevant filters.
    Tip: Click the Search field and type the name of a filter, then select it from the list. 
  4. Click Apply Filters
Tip:
Click the X icon next to a filter to remove it, or click the Drop-down icon to edit it. 

Available SLA Ticket Insights filters:

  • Time Range: Select a date range to analyze. Choose from preset time ranges or click the calendar to select a custom date range and click Apply
  • Compared to: Select the date range in which you're comparing your data.
  • Country: Include tickets from specific countries.
  • Labels: Include tickets with specific labels. 
  • Company: Include tickets from specific companies.
  • Source: Include tickets from specific sources.
  • SLA Policy: Include tickets with specific SLA policies. 
  • Language: Include tickets in specific languages. 

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About Wix Answers Insights

Use Wix Answers Insights to analyze Key Performance Indicators (KPIs) and make data-driven decisions regarding your customers' issues, your support team's efficiency, and your Knowledge Base's effectiveness.Choose between the following dashboards to discover charts and tables filled with powerful data created by your Wix Answers account.Important:You must be an admin to access Wix Answers Insights. Learn more about roles and permissions. Top IssuesDiscover your business' top support issues by analyzing the articles linked most by your team members. Filter the table to drill down into specific time ranges, languages, article types, and help center categories.Show me howHover over the Insights icon  in the side panel and click Top Issues.Learn more about Top Issues Insights.Ticket InsightsDig deeper into your most frequently linked tickets using extensive filtering options on your Ticket Insights Statistics tab. Uncover your top performing agents and groups within your Ticket Insights Agent Performance tab.Show me howHover over the Insights icon  in the side panel and click Tickets.Select the Statistics or Agent Performance tab to view the relevant Ticket Insights. Learn more about Ticket Insights Statistics and Ticket Insights Agent Performance.Knowledge Base InsightsDiscover the strengths and weaknesses of your Help Center within Knowledge Base Insights. Analyze your articles based on numerous criteria including most viewed, most helpful/unhelpful, most popular feature requests, most popular/unanswered search terms, most common known issues and more. Show me howHover over the Insights icon  in the side panel and click Knowledge Base.Learn more about Knowledge Base Insights. Call Center InsightsFine-tune your Call Center to be more efficient and effective based on your Call Center Insights dashboard. Make sure you're hitting your Service Level Agreements (SLAs) per queue by checking important metrics like average wait times, average call duration, call volume and more. Show me howHover over the Insights icon  in the side panel and click Call Center.Learn more about Call Center Insights. Team Performance InsightsMeasure your teams' success from your Team Performance Insights dashboard. Compare call center, ticketing, and knowledge base team members to discover your top-performing agents, groups, and locations. Show me howHover over the Insights icon  in the side panel and click Team Performance.Learn more about Team Performance Insights. SLA Ticket InsightsCheck how well you're meeting SLA goals with SLA Ticket Insights. Analyze SLA ticket response and resolve target timeframes using various charts and filters. Show me howHover over the Insights icon  in the side panel and click SLA.Learn more about SLA Ticket Insights. 

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About Service Level Agreement (SLA) Policies

Use Service Level Agreement (SLA) policies to set standards for your support team to meet. When you create an SLA policy, you define the target timeframes for responding or resolving tickets. Next, create an Automatic Action that applies the policy to tickets that meet conditions you define. Agents can view the amount of time remaining before an SLA policy goal is missed directly on tickets. Add the SLA filter to your Tickets List to display tickets that have met, missed, or are close to missing their SLA goals. Creating an SLA PolicyCreate an SLA policy to define target timeframes for responding or resolving tickets. Set the hours in which your SLA policy is active so that your target timeframes are not affected during downtime or vacations. Show me howHover over Settings  in the side panel and click SLA Settings.Click + New SLA Policy.Enter a name for your policy under Policy Name. Select the target timeframe(s) under Targets:Respond within: Enter the days, hours, and minutes tickets should be responded to within.Resolve within: Enter the days, hours, and minutes tickets should be resolved within. Select the Active Hours (SLA Target Time Measured):Available 24/7: Your SLA target timeframes are continuously measured. Custom Hours of Operation: Set the hours in which your target timeframes are measured. Note: Click the Show More icon  and select Apply to all days to set the same active hours for each day of the week.Click Create Policy.Next: Click Apply Policy to set up an Automatic Action for applying your SLA policy to incoming tickets.Tip:Create multiple SLA policies and apply them to different scenarios. For example, create a "VIP" SLA policy that applies to tickets with a "VIP" label. Learn more about using Automatic Actions to apply labels to tickets.Managing your SLA policies:Activate, deactivate, sort, edit, duplicate, or delete SLA policies from your SLA Settings. Learn MoreCreating an Automatic Action for Your SLA PolicyCreate an Automatic Action to apply a Service Level Agreement (SLA) policy to tickets that meet conditions you define. If you have multiple SLA policies, create Automatic Actions for each.Show me howHover over Settings  and click Automatic Actions. Click + Create New Action.Note: If you haven't created any actions yet click Start Now, then click Create New Action.Enter a name for the action.(Optional) Enter a description of the action.Click the Apply action when toggle(s)  to apply the action when:A new ticket is created: The action applies when a new ticket is created. A user replies: The action applies when a customer replies. Set the conditions that cause the action to occur: ANY of these conditions occur: Set the action that occurs if ANY of the conditions are met: Click the Select a condition drop-down and select a condition (e.g., Ticket source).Click the Operator drop-down and select an option (e.g., Is, Is Not).Edit the value the condition must meet to the right of the Operator drop-down. (Optional) Click Add Another Condition to add another condition.  (Optional) ALL of these conditions occur: Set the action that occurs only if ALL of the conditions are met: Click the Select a condition drop-down and select a condition (e.g., Ticket source).Click the Operator drop-down and select an option (e.g., Is, Is Not).Edit the value the condition must meet to the right of the Operator drop-down. (Optional) Click Add Another Condition to add another condition.  Click the Select an action drop-down and select Set SLA. Click the Select Policy drop-down and select the SLA policy you want to apply.  Click Save.Viewing SLA Policies on TicketsView SLA indicators directly on tickets to easily understand how much time remains before a goal is missed. Hover over each SLA indicator to view the policy name, target, and respond by date/time.Show me howClick the Tickets icon  in the side panel.View SLA indicators at the bottom of ticket previews for tickets with applied SLA policies.Select a ticket to view its SLA indicator on the Ticket Page below Ticket info.Tip:Hover over each SLA indicator to view the policy name, target, and respond by date/time.Viewing Tickets by SLA Response and Resolve TimesView tickets that have met, missed, or are close to missing their SLA policy goals. Add the SLA filter to your Tickets List, then save your view for other team members to check in on performance goals. Show me howClick the Tickets icon  in the side panel.Hover over the view you'd like to filter and click Edit.Click Add Filter.Scroll down and select SLA. Set up your SLA filter for Response or Resolve times. Learn More(Optional) Save the view for all agents to use:Note: You must be an admin to save views. Click Save View as or click the Save View drop-down  and select Save View as.Enter a name for the view and click Save View. 

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