The SLA Report helps track and manage enquiries that are overdue based on the Service Level Agreement (SLA) criteria. It provides an overview of the number of enquiries that have not been converted into bookings and are now out of SLA, helping you to stay on top of actioning these enquiries.

TABLE OF CONTENTS

• Data Displayed in the Report
• Information Source
• How to Use the Report

You can filter the SLA Report by:

• Consultant
• Department (if applicable)

These filters allow you to focus on specific individuals or teams, making it easier to manage workloads and ensure timely follow-up.

Data Displayed in the Report

The SLA Report provides the following information:

• Consultant: The name of the consultant responsible for handling the enquiry. This allows you to track which consultant has overdue enquiries.
• Due Date: The due date of the enquiry, showing when the action or response was supposed to take place. This helps you understand which enquiries have passed their SLA deadlines.
• Total Number of Enquiries: The total count of overdue enquiries per consultant, giving you a quick overview of the volume of outstanding tasks.

Information Source

To verify if an enquiry is out of SLA, check the General tab of the enquiry. This will show if the enquiry has exceeded the SLA threshold.

How to Use the Report

1. Apply Filters: You can filter the report by consultant and department (if applicable) to focus on specific teams or individuals.
2. Review Overdue Enquiries: The report will display the consultant, due date, and the total number of overdue enquiries, helping you quickly identify which enquiries need attention.
3. Cross-Check with Status Reports: Use the Status Report or Status Report Enhanced to cross-check and identify which enquiries need action. These reports can help you better understand the status of each enquiry and ensure none are missed.

The SLA Report is an essential tool for tracking overdue enquiries and ensuring compliance with service level agreements. By filtering the report by consultant or department, and cross-checking with status reports, you can stay on top of overdue enquiries and ensure timely action is taken.