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The SLA Report provides you with high level report on the performance of the processes that have SLA implemented.

In the sample process below, the SLA has been configured as the table below:-

Item

Duration

Leave Application Process (Process)

4 minutes

Apply Leave (Activity)

2 minutes

Approve Leave (Activity)

2 minutes


Figure 1: Sample process design

In the report, you can find aggregated/compiled figures on your processes/activities.


Figure 2: SLA Report - Process View

Process Name: Process name that have SLA implemented.
Min Delay (Seconds): The least delay in seconds for processes/activities that are overdue.
Max Delay (Seconds):The most delay in seconds for processes/activities that are overdue.
Ratio On Time: Percentage of processes completed within the SLA.
Ratio With Delay: Percentage of processes overdue.
Service Level Monitor: SLA Indicator based on the ratio above.

Note: Ratio on time + Ratio with delay = 100

SLA report is also available at activity level as well.


Figure 3: SLA Report - Activity View

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