# Download Channel Group SLA

Each report on the analytic page can be generated and downloaded to a (.xls, .pdf, .csv, and .txt) file and saved to your local drive for offline viewings such as analysis, sharing, or backup purposes. To download the report, go to **Analytic** and select the **Live Agent** menu, and click **Channel Group SLA**. In the upper right corner of the page, click the **'Download'** button. Then, in the dialog box of the download channel group SLA, click **'Generate Report'**.

![Generate Report Channel Group SLA](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FCab9uxzhLJ55tZs1UOpI%2FGenerate%20Report%20Channel%20Group%20SLA.png?alt=media\&token=1fe22195-d59b-42e4-9047-32ca357b84b8)

And then, the file will be generated and you can download the file by clicking the **'Download'** icon ( <img src="https://765826444-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNQidQwa-0K9_KnQpoc%2F-MTdUxSLxVKD4HLzyBhs%2F-MTdruFSB2IIQVmJg9yu%2FDownload%20Button.png?alt=media&#x26;token=4a95a7cc-14be-4890-b250-de17168631e4" alt="" data-size="original"> ). If you open the file, data will be displayed as shown images below.

![Excel File ](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FNFzQRYQuBanjMtHqHK8v%2FDownload%20Channel%20Group%20SLA.png?alt=media\&token=7a9d7820-643b-47b9-9e4d-f9334af4bcd3)

**Component Explanation:**

<table><thead><tr><th>Name</th><th>Description</th><th data-hidden>No</th></tr></thead><tbody><tr><td>Channel Name</td><td>Your channel name. </td><td></td></tr><tr><td>Ticket</td><td>Total of ticket</td><td>2</td></tr><tr><td>Incoming </td><td>Total 'incoming messages' of customers responded by agents.<br>Incoming message is conditions when a customer sends a chat message at one time.</td><td></td></tr><tr><td>Assigned</td><td>Total tickets assigned to the Agent.</td><td></td></tr><tr><td>Responded</td><td>The total ticket being handled by agent (ticket in ‘Open‘ and ‘Pending‘ status)</td><td>3</td></tr><tr><td>Dropped</td><td>The total ticket ‘drop by customer’. (when the agent closes the ticket, the agent selects closing type ticket of ‘Drop by customer‘)</td><td>4</td></tr><tr><td>Within SLA</td><td>Total ticket based on specified SLA duration.</td><td>5</td></tr><tr><td>On Going SLA</td><td>Total tickets that are being handled by the agent and haven't been closed.</td><td>5</td></tr><tr><td>Over SLA</td><td>Total ticket based on ticket over that specified SLA duration.<br><br><strong>Note:</strong> Only available in the channel group 'Email' table.</td><td>6</td></tr><tr><td>Response Rate</td><td>Percentage 'response agent' divided by 'incoming message'.<br>Response Agent is a condition where the Agent responds to each customer chat while the incoming message is conditions when a customer sends a chat message at one time.</td><td></td></tr><tr><td>SLA (%)</td><td><p>SLA percentage for this ticket.<br></p><p><strong>Note:</strong> The displayed SLA depends on the configuration of the SLA settings in 'rule management' and SLA type on this report. <br>To know more about this setting, you can refer to <a href="../../../../sla-guidelines#sla-on-analytic-report">this</a> page.</p></td><td>7</td></tr><tr><td>Dropped (%)</td><td>Percentage of total ticket ‘Drop by customer’.</td><td>8</td></tr><tr><td>Average response time</td><td>The average total duration of tickets assigned to the Agent until the Agent first replies to the ticket.</td><td>9</td></tr><tr><td>Average resolution time</td><td>The average total duration ticket is assigned to the agent until the ticket is closed. But, when the ticket is transferred or escalated to a supervisor or other group, the agent can't get the total ticket, but the agent will get 'Response time.'</td><td>10</td></tr></tbody></table>