SLA Compliance Reports #
DMSI Service Management provides SLA compliance data in both the dashboard and the Reports page.
Dashboard Widget #
The SLA Compliance dashboard widget on the Service Management Dashboard shows a summary:
- Percentage of requests resolved within their response target
- Percentage of requests resolved within their resolution target
- Count of active breaches
This widget provides a quick health check without requiring a full report view.
Reports Page #
The full SLA compliance report is available at Services > Reports.
The report includes:
| Metric | Description |
|---|---|
| Total Requests | Number of requests in the selected date range |
| Response Compliance % | Percentage with response time within SLA target |
| Resolution Compliance % | Percentage with resolution time within SLA target |
| Average Response Time | Mean response time across all requests in range |
| Average Resolution Time | Mean resolution time across all requests in range |
| Breaches by Template | Breakdown of breaches per SLA template |
| Breaches by Staff | Breakdown of breaches per assigned staff member |
Filtering Reports #
Reports can be filtered by:
- Date range
- SLA template
- Customer
- Staff member
Interpreting the Data #
A compliance rate below the organization’s target (commonly 95% or above for response, 90% or above for resolution) indicates process or capacity issues. Filtering by staff member can help identify whether breaches are concentrated with specific individuals, suggesting a training or workload issue rather than a systemic one.