> 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/live-agent-sla.md).

# Live Agent SLA

Live Agent SLA is a feature that makes it easy for supervisors to view reports for each Agent when handling tickets on certain channels. There is a graph showing the report of each channel managed by the Agent in the report. To view the report, go to the **Analytic** menu, click the **Live Agent** menu, and click **Live Agent SLA** which you can find on the left sidebar.

![Live Agent SLA](/files/O2S6NqnvyLtHObDexWeG)

**Component Explanation:**

| Name     | Description                                                         |
| -------- | ------------------------------------------------------------------- |
| Ticket   | Total ticket handled by that Agent on the channel.                  |
| SLA      | Total tickets are within the specified SLA duration on the channel. |
| Replied  | Total tickets that replied by that Agent on the channel.            |
| Transfer | Total ticket transferred from the Agent on that channel.            |
| Closed   | Total ticket closed by the Agent on that channel.                   |

{% hint style="info" %}
When you hover over the chart, you will see a chart with the format (x-axis, y-axis). The x-axis is the chart numbering from left to right. In contrast, the y-axis is the number of tickets for each channel.
{% endhint %}