Introduction to Dashboards and Reports

The SLA Management Performance Dashboard consists of 4 tabs presenting a number of reports based on the SLA Management metrics described in the previous sections of this manual.

The following sections of this chapter provide an overview of each tab and each of the reports used to communicate statistics and calculations about the performance of your customer service desk..

Example Dashboards and Reports:

• SLA Performance in Current Period
• SLA Performance in Previous Period
• Follow-up SLA Performance Summary
• Follow-up SLA Passed vs SLA Violated