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'.

Component Explanation:


(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.

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