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Step-by-step guide
Track team and SLA reporting
Connect operational SLA policies with reports that help managers understand response performance and team workload.
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What this guide covers
- 1Confirm business hours and the SLA policies applied to tickets.
- 2Open SLA reporting for response and resolution performance.
- 3Review assigned and active ticket load in the team report.
- 4Use filters and trends to identify the next operational improvement.