Reporting
How the team is performing against the 7-day SLA — and what needs your attention.
Over the last 30 days the team completed 478 of 512 tickets and met the 7-day SLA on 92% after review (+3 pts vs prior month). Data Services is the one team trending down (−6 pts, now 84%), mostly from enrichment backlogs. Five items need your attention.
Synced 4 min ago
Summary
The headline numbers for this period.
SLA met (after review)
92%
Raw on-time 78% · +3 pts
Completed
478
of 512 tickets this period
Overdue & still open
14
past the 7-day SLA
Waiting on your review
7
late tickets to decide on
How the 92% breaks down
512 tickets · average time to close 4.2 days
On time — 400 (78%)
Excused, outside the team’s control — 73 (14%)
Genuinely late — 39 (8%)
Raw on-time is 78%. After excusing 73 tickets that ran long for reasons outside the team’s control, true compliance is 92%. The 39 genuinely-late tickets are the real opportunity.
What needs action
Items that need a decision or a follow-up from you. Each has a recommended action, an owner, and a due date.
Team performance
Who is on track and who needs support. Sorted weakest first.
By team
6 teams| Team | SLA met | Tickets | Change | Status |
|---|
By person
click a row to see their tickets| Person | SLA met | On time | Late | Change | Status |
|---|
Late tickets to review
These ran past the 7-day SLA. For each one, decide: excuse it (outside the team’s control) or count it as a genuine miss.
View all 7 late tickets