[{"data":1,"prerenderedAt":36},["Reactive",2],{"featurePages":3,"blogPosts-change-log-sla-reports":4},[],{"slug":5,"id":6,"uuid":7,"title":8,"html":9,"comment_id":6,"feature_image":10,"featured":11,"visibility":12,"created_at":13,"updated_at":14,"published_at":15,"custom_excerpt":10,"codeinjection_head":10,"codeinjection_foot":10,"custom_template":10,"canonical_url":10,"authors":16,"tags":23,"primary_author":30,"primary_tag":31,"url":32,"excerpt":33,"reading_time":34,"access":35,"comments":11,"og_image":10,"og_title":10,"og_description":10,"twitter_image":10,"twitter_title":10,"twitter_description":10,"meta_title":10,"meta_description":10,"email_subject":10,"frontmatter":10,"feature_image_alt":10,"feature_image_caption":10},"change-log-sla-reports","661991534a1c2004e083a28c","3edffdd3-e253-473e-bb80-fce425f80066","Changelog: SLA Reports (Beta)","\u003Cp>Last week, we released an update to support Service Level Agreements (SLAs) that ensure timely responses to your customers. This week, we've added reports to track SLA performance. These reports will help monitor if your SLAs are being met and identify areas that require improvement.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2024/04/sla-reports.png\" class=\"kg-image\" alt loading=\"lazy\" width=\"2000\" height=\"1285\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2024/04/sla-reports.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2024/04/sla-reports.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2024/04/sla-reports.png 1600w, https://www-internal-blog.chatwoot.com/content/images/size/w2400/2024/04/sla-reports.png 2400w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>In the SLA reports, we primarily provide two metrics:\u003C/p>\u003Cp>\u003Cstrong>\u003Cu>Hit Rate\u003C/u>\u003C/strong>: This metric provides a percentage of conversations where the SLAs are met out of the total conversations where SLAs were applied. If all the requirements of an SLA policy are met, the SLA is marked as a completed. Higher the number, the better.\u003C/p>\u003Cp>\u003Cstrong>\u003Cu>Number of breaches\u003C/u>\u003C/strong>: This indicates the number of conversations in which a breach occurred.\u003C/p>\u003Cp>You will also see a list of conversations where a breach occurred, including the times of these breaches. This will help you in analyzing instances of breaches.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2024/04/supported-filter-1.png\" class=\"kg-image\" alt loading=\"lazy\" width=\"2000\" height=\"1333\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2024/04/supported-filter-1.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2024/04/supported-filter-1.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2024/04/supported-filter-1.png 1600w, https://www-internal-blog.chatwoot.com/content/images/2024/04/supported-filter-1.png 2360w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>The report includes filters such as Assignee, Inbox, Team, and SLA policy to provide more drill-down information.\u003C/p>\u003Cp>Let us know what you think. \u003C/p>",null,false,"public","2024-04-12T19:53:55.000+00:00","2024-04-12T19:58:36.000+00:00","2024-04-11T19:55:00.000+00:00",[17],{"id":18,"name":19,"slug":20,"profile_image":21,"cover_image":10,"bio":10,"website":10,"location":10,"facebook":10,"twitter":10,"meta_title":10,"meta_description":10,"url":22},"1","Pranav Raj S","pranav","https://www-internal-blog.chatwoot.com/content/images/2023/08/2246121.jpeg","https://www-internal-blog.chatwoot.com/author/pranav/",[24],{"id":25,"name":26,"slug":26,"description":27,"feature_image":10,"visibility":12,"og_image":10,"og_title":10,"og_description":10,"twitter_image":10,"twitter_title":10,"twitter_description":10,"meta_title":10,"meta_description":10,"codeinjection_head":10,"codeinjection_foot":10,"canonical_url":10,"accent_color":28,"url":29},"6118da7b4b8f26503f72d52e","releases","We release a new and improved version of Chatwoot every mid-month. We make sure to tell you all about it and how you can use it to improve your Chatwoot experience, in our series of product updates.","#189aff","https://www-internal-blog.chatwoot.com/tag/releases/",{"id":18,"name":19,"slug":20,"profile_image":21,"cover_image":10,"bio":10,"website":10,"location":10,"facebook":10,"twitter":10,"meta_title":10,"meta_description":10,"url":22},{"id":25,"name":26,"slug":26,"description":27,"feature_image":10,"visibility":12,"og_image":10,"og_title":10,"og_description":10,"twitter_image":10,"twitter_title":10,"twitter_description":10,"meta_title":10,"meta_description":10,"codeinjection_head":10,"codeinjection_foot":10,"canonical_url":10,"accent_color":28,"url":29},"https://www-internal-blog.chatwoot.com/change-log-sla-reports/","Last week, we released an update to support Service Level Agreements (SLAs) that ensure timely responses to your customers. This week, we've added reports to track SLA performance. These reports will help monitor if your SLAs are being met and identify areas that require improvement.\n\nIn the SLA reports, we primarily provide two metrics:\n\nHit Rate: This metric provides a percentage of conversations where the SLAs are met out of the total conversations where SLAs were applied. If all the requirem",1,true,1775212113990]