SLA Report provides you with high-level reports on the performance of processes where an SLA is implemented.
In the sample process below, the SLA is configured as follows:
Item |
Duration |
|---|---|
Leave Application Process (Process) |
4 minutes |
Apply Leave (Activity) |
2 minutes |
Approve Leave (Activity) |
2 minutes |
Figure 1: Sample Process Design
The sample report below shows aggregated/compiled figures for the process/activities.
Figure 2: SLA Report - Process View
Process Name - Name of the process where an SLA is implemented
Min Delay (seconds) - The shortest delay (in seconds) for overdue processes/activities
Max Delay (seconds) - The longest delay (in seconds) for overdue processes/activities
Ratio On Time - Percentage of processes completed within the SLA
Ratio With Delay - Percentage of overdue processes
Service Level Monitor: SLA Indicator based on the given ratio
Note: Ratio on time + Ratio with delay = 100
SLA report is also available for activity levels.
In the example above, we can tell that 50% of process instances in the sample Leave Application are completed on time and the remaining 50% are not. For instances where there is a delay, the longest is 248 seconds and the shortest is 200 seconds.
Figure 3: SLA Report - Activity View
The example above shows that only half of Apply Leave activities are completed on time, while all Approve Leave activities are completed on time.