> 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/download-live-agent-sla.md).

# Download Live Agent 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 **Live Agent SLA**. In the upper right corner of the page, click the **'Download'** button. Then, in the dialog box of the download live agent SLA, click **'Generate Report'**.

![](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FFk5tJMNOiTtKakJjmCen%2FGenerate%20Report%20Live%20Agent%20SLA.png?alt=media\&token=b5b0da35-a2ae-4974-b206-f4d9783f48e7)

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&amp;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 Live Agent SLA Report](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FHWsjFITK5e3fbdZcI0vN%2FExcel%20File%20Live%20Agent%20SLA%20Report.png?alt=media\&token=2c392e99-d223-4e0c-a2f3-e2671900beed)

**Component Explanation:**

| Name                     | Description                                                          |
| ------------------------ | -------------------------------------------------------------------- |
| (Channel\_Name) Ticket   | Total ticket handled by the Agent on that channel.                   |
| (Channel\_Name) SLA      | Total tickets are within the specified SLA duration on that channel. |
| (Channel\_Name) Replies  | Total tickets that replied by the Agent on that channel.             |
| (Channel\_Name) Transfer | Total ticket transferred from the Agent on that channel.             |
| (Channel\_Name) Closed   | Total ticket closed by the Agent on that channel.                    |