For the complete documentation index, see llms.txt. This page is also available as Markdown.
SLA & Cycle Time
SLA & Cycle Time
The detailed view of on-time performance and how long work takes end to end. This is where you diagnose why the SLA is where it is.
SLA & Cycle Time tab.
KPI cards
SLA Compliance, Work Items Overdue, Work Items On Target, AHT in Hrs - as defined earlier, shown here in an SLA context.
Avg TAT (Days) - average end-to-end turnaround in days, from creation to resolution. Includes all the time an item spent in the system, not just handling time. Lower is faster.
Visuals
SLA Compliance Trend - on-time percentage by month, so you can see whether performance is improving or slipping. Drill into any month for its weekly and daily detail.
SLA Status - met vs not-met donut for the period.
Ageing Distribution - Open Work Items - the same age bucketing as the Volume tab but filtered to open items only, highlighting SLA risk from items sitting in the queue.
Avg TAT (Days) By Queue - average turnaround per queue. High-TAT queues may need process changes, more staff or reprioritisation.
