Enterprise · Part of Service Desk
Service desk reporting
Pre-built reports for volume, SLA (Service Level Agreement: a contractual performance target, e.g. answering X% of calls within Y seconds.) and OLA (Operational Level Agreement: an internal performance target between teams, e.g. how fast L2 picks up a ticket that L1 escalates.) attainment, backlog, time spent, incidents, and automation, scoped to a project and date range.
For the operator
A manager pulls SLA attainment for the quarter, backlog by priority, or where agent time is going, filtered to a project and window, without exporting anything to a spreadsheet. The numbers come straight off the ticket and audit data.
Business impact
Service-desk performance becomes a number you can put in a client review, not an anecdote. Volume and time reporting show where to add capacity before the backlog becomes a breach.