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'.

And then, the file will be generated and you can download the file by clicking the 'Download' icon ( ). If you open the file, data will be displayed as shown images below.

Excel File Live Agent SLA Report

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.