SLA Compliance Reporting provides visibility into how well your team meets the service level commitments defined in your account. This report tracks on-time arrival, job completion within window, and resolution time against configured thresholds.
Accessing the Report
To view SLA compliance data:
- Navigate to Reports → Operations → SLA Compliance.
- Select your Date Range using the date picker.
- Optionally filter by Technician, Service Type, or Customer Tier.
- Click Generate Report.
Understanding the Metrics
The report displays the following columns:
| Metric | Description |
|---|---|
| Appointments Scheduled | Total appointments within the date range |
| On-Time Arrival | Technician arrived within the configured arrival window |
| On-Time Completion | Job marked complete within the estimated duration |
| SLA Met | Both arrival and completion criteria satisfied |
| Compliance % | (SLA Met ÷ Appointments Scheduled) × 100 |
Configuring SLA Rules
Before running this report, ensure your SLA rules are configured under Settings → Service Level Agreements. The report calculates compliance against the thresholds defined there. For details on setup, see SLA Breach Alerts.
Drill-Down Views
Click any row in the summary table to view:
- Individual appointments that failed SLA
- Specific breach reasons (late dispatch, traffic delay, etc.)
- Technician-level breakdown
Exporting Data
Use the Export button to download results in CSV format. The export includes granular appointment data suitable for external analysis or stakeholder presentations.
Related Articles
- SLA Breach Alerts
- Overview of FieldPulse Reports
- Technician Performance Reports