> For the complete documentation index, see [llms.txt](https://docs.3dolphins.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.3dolphins.ai/analytic/live-agent/channel-group-sla/download-channel-group-sla.md).

# 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](/files/gsZQhf5CK9le5BH3i0xy)

And then, the file will be generated and you can download the file by clicking the **'Download'** icon ( <img src="/files/-MTdruFSB2IIQVmJg9yu" alt="" data-size="original"> ). If you open the file, data will be displayed as shown images below.

![Excel File ](/files/b2k5K9mRtUFj2VOtztz9)

**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="/pages/s8dgDrVML4hOeNLfwIUd#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>


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