--- title: "SLA Time by Classification" slug: "sla-time-by-classification" updated: 2024-08-29T10:32:13Z published: 2025-12-17T09:27:42Z canonical: "help.symphonysummitai.com/sla-time-by-classification" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt > Use this file to discover all available pages before exploring further. # SLA Time by Classification This report is a graphical representation providing insights into the average SLA time taken for different classifications and clock time taken for different classifications. Additionally, you can filter the report with the status, workgroup, tenant, category, etc. to view the data. The SLA Time by Classification report is displayed below. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1724149907509.png?sv=2026-02-06&spr=https&st=2026-10-26T19%3A48%3A34Z&se=2026-10-26T20%3A48%3A34Z&sr=c&sp=r&sig=YueC82o5mXVtX%2FOArf%2F9ZMv0l9%2BiqkJ98n3cfnoOYHI%3D)Figure: SLA Time by Classification The following table explains the details available in the report table. | **Field** | **Description** | | --- | --- | | Classification | Displays the different classifications available for the report. | | Response SLA Met | Displays the count and percentage of incidents that have met the response SLA. | | Response SLA Missed | Displays the count and percentage of incidents that have missed the response SLA. | | Resolution SLA Met | Displays the count and percentage of incidents that have met the resolution SLA. | | Resolution SLA Missed | Displays the count and percentage of incidents that have missed the resolution SLA. | | Avg Response Elapse Time | Displays the average response elapse time in hours. | | Avg Response Clock Time | Displays the average response clock time in hours. | | Avg Resolution Elapse Time | Displays the average resolution elapse time in hours. | | Avg Resolution Clock Time | Displays the average resolution clock time in hours. | | Grand Total | Displays the total of all the respective columns. | To view the embedded child report, click the count mentioned against the classification. The following table explains the options available on the toolbar at the report’s top. | **Toolbar components** | **Description** | | --- | --- | | Pagination ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705403947354.png?sv=2026-02-06&spr=https&st=2026-10-26T19%3A48%3A34Z&se=2026-10-26T20%3A48%3A34Z&sr=c&sp=r&sig=YueC82o5mXVtX%2FOArf%2F9ZMv0l9%2BiqkJ98n3cfnoOYHI%3D) | Displays the number of pages available on the report page. Click on the dropdown to view the number of pages. To access a certain page, click on its corresponding number. | | First page ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705404337797.png?sv=2026-02-06&spr=https&st=2026-10-26T19%3A48%3A34Z&se=2026-10-26T20%3A48%3A34Z&sr=c&sp=r&sig=YueC82o5mXVtX%2FOArf%2F9ZMv0l9%2BiqkJ98n3cfnoOYHI%3D) | Click the first page icon to navigate to the report's first page. | | Last page ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705404436636.png?sv=2026-02-06&spr=https&st=2026-10-26T19%3A48%3A34Z&se=2026-10-26T20%3A48%3A34Z&sr=c&sp=r&sig=YueC82o5mXVtX%2FOArf%2F9ZMv0l9%2BiqkJ98n3cfnoOYHI%3D) | Click the last page icon to navigate to the report's last page. | | Previous page ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705404375123.png?sv=2026-02-06&spr=https&st=2026-10-26T19%3A48%3A34Z&se=2026-10-26T20%3A48%3A34Z&sr=c&sp=r&sig=YueC82o5mXVtX%2FOArf%2F9ZMv0l9%2BiqkJ98n3cfnoOYHI%3D) | Click the previous page icon to navigate to the previous page of the report. | | Next page ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705404508442.png?sv=2026-02-06&spr=https&st=2026-10-26T19%3A48%3A34Z&se=2026-10-26T20%3A48%3A34Z&sr=c&sp=r&sig=YueC82o5mXVtX%2FOArf%2F9ZMv0l9%2BiqkJ98n3cfnoOYHI%3D) | Click the next page icon to navigate to the next page of the report. | | Toggle Multipage mode ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705404896192.png?sv=2026-02-06&spr=https&st=2026-10-26T19%3A48%3A34Z&se=2026-10-26T20%3A48%3A34Z&sr=c&sp=r&sig=YueC82o5mXVtX%2FOArf%2F9ZMv0l9%2BiqkJ98n3cfnoOYHI%3D) | Select the toggle multipage mode to navigate between multiple pages of the report. | | Zoom ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705405238329.png?sv=2026-02-06&spr=https&st=2026-10-26T19%3A48%3A34Z&se=2026-10-26T20%3A48%3A34Z&sr=c&sp=r&sig=YueC82o5mXVtX%2FOArf%2F9ZMv0l9%2BiqkJ98n3cfnoOYHI%3D) | Allows you to magnify the content on the report page. - Zoom Out - Click - icon to zoom out to reduce the display size of the report. - Zoom In - Click + icon to zoom in to increase the display size of the report. | | Highlight Editing Fields ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705405626846.png?sv=2026-02-06&spr=https&st=2026-10-26T19%3A48%3A34Z&se=2026-10-26T20%3A48%3A34Z&sr=c&sp=r&sig=YueC82o5mXVtX%2FOArf%2F9ZMv0l9%2BiqkJ98n3cfnoOYHI%3D) | This option highlights any editable fields available in the report. It is enabled only if there are any editable fields. | | Print ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705406164787.png?sv=2026-02-06&spr=https&st=2026-10-26T19%3A48%3A34Z&se=2026-10-26T20%3A48%3A34Z&sr=c&sp=r&sig=YueC82o5mXVtX%2FOArf%2F9ZMv0l9%2BiqkJ98n3cfnoOYHI%3D) | Click the print icon to print the report. You can print the current page of the report. | | Print Page ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705406338932.png?sv=2026-02-06&spr=https&st=2026-10-26T19%3A48%3A34Z&se=2026-10-26T20%3A48%3A34Z&sr=c&sp=r&sig=YueC82o5mXVtX%2FOArf%2F9ZMv0l9%2BiqkJ98n3cfnoOYHI%3D) | Click the print page icon to print multiple pages of the report. | | Export to ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705407812468.png?sv=2026-02-06&spr=https&st=2026-10-26T19%3A48%3A34Z&se=2026-10-26T20%3A48%3A34Z&sr=c&sp=r&sig=YueC82o5mXVtX%2FOArf%2F9ZMv0l9%2BiqkJ98n3cfnoOYHI%3D) | You can export the report to PDF, Excel, and Image. To export the report to a specific format, click the dropdown menu to select it. | | Search ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705473523951.png?sv=2026-02-06&spr=https&st=2026-10-26T19%3A48%3A34Z&se=2026-10-26T20%3A48%3A34Z&sr=c&sp=r&sig=YueC82o5mXVtX%2FOArf%2F9ZMv0l9%2BiqkJ98n3cfnoOYHI%3D) | Click the search icon to search for any text in the report. The search panel has two options to search text. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705473870421.png?sv=2026-02-06&spr=https&st=2026-10-26T19%3A48%3A34Z&se=2026-10-26T20%3A48%3A34Z&sr=c&sp=r&sig=YueC82o5mXVtX%2FOArf%2F9ZMv0l9%2BiqkJ98n3cfnoOYHI%3D) Figure: Search - Match Case - You can search text and specify whether to use a case-sensitive search. - Match whole word only - You can search text where the full word matches the search results. | | Full Screen ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705474538576.png?sv=2026-02-06&spr=https&st=2026-10-26T19%3A48%3A34Z&se=2026-10-26T20%3A48%3A34Z&sr=c&sp=r&sig=YueC82o5mXVtX%2FOArf%2F9ZMv0l9%2BiqkJ98n3cfnoOYHI%3D) | Click the full-screen icon to view the report in full-screen view. | #### Filters Click the Filter icon to view the preview parameters. You can filter the report content with the available filters in the preview parameters. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1723110672448.png?sv=2026-02-06&spr=https&st=2026-10-26T19%3A48%3A34Z&se=2026-10-26T20%3A48%3A34Z&sr=c&sp=r&sig=YueC82o5mXVtX%2FOArf%2F9ZMv0l9%2BiqkJ98n3cfnoOYHI%3D)Figure: Filters The following table explains the filters available under the preview parameters panel. | **Filters** | **Description** | | --- | --- | | Status | Select the required status from the dropdown to filter the report data. | | Workgroup | Select the required workgroup from the dropdown to filter the report data. | | Tenant | Select the tenant from the dropdown to filter the report data. | | Classification | Select the required classification from the dropdown. | | Category | Select the required category from the dropdown. All the categories are selected by default. | | Registered Time | You can choose the incident registered time and date to filter the report data. The following options are available to select the date range for the report. | | Analyst | Select the required analyst names from the dropdown. | | Priority | Select the required priority from the dropdown. | | Location | Select the required location from the dropdown. | | Reset | Click reset to reset the preview parameters. All the parameters will be reset to default values. | | Submit | After choosing the preview parameters, click submit for the filters to be applied. | ## Average SLA Time by Classification (In Hours) This report displays the average response SLA elapsed time and resolution SLA elapsed time taken for different classifications to respond to and resolve tickets. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1724149949600.png?sv=2026-02-06&spr=https&st=2026-10-26T19%3A48%3A34Z&se=2026-10-26T20%3A48%3A34Z&sr=c&sp=r&sig=YueC82o5mXVtX%2FOArf%2F9ZMv0l9%2BiqkJ98n3cfnoOYHI%3D)Figure: Average SLA time by classification The color legend for the report is ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1724147707615.png?sv=2026-02-06&spr=https&st=2026-10-26T19%3A48%3A34Z&se=2026-10-26T20%3A48%3A34Z&sr=c&sp=r&sig=YueC82o5mXVtX%2FOArf%2F9ZMv0l9%2BiqkJ98n3cfnoOYHI%3D) - Avg Response Elapse Time (in Hours): Displays the average time to respond to incidents. - Avg Resolution Elapse Time (in Hours): Displays the average time to resolve incidents. ## Average Clock Time by Classification (In Hours) This report displays the average clock time taken to respond to and resolve incidents. It typically accounts for the entire time the incident is open and is computed from the log time an incident is created until it is closed or resolved. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1724149984423.png?sv=2026-02-06&spr=https&st=2026-10-26T19%3A48%3A34Z&se=2026-10-26T20%3A48%3A34Z&sr=c&sp=r&sig=YueC82o5mXVtX%2FOArf%2F9ZMv0l9%2BiqkJ98n3cfnoOYHI%3D)Figure: Average SLA clock time by classification The color legend for the report is ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1724137911425.png?sv=2026-02-06&spr=https&st=2026-10-26T19%3A48%3A34Z&se=2026-10-26T20%3A48%3A34Z&sr=c&sp=r&sig=YueC82o5mXVtX%2FOArf%2F9ZMv0l9%2BiqkJ98n3cfnoOYHI%3D) - Avg Response Elapse Time (in Hours): Displays the average clock time to respond to incidents. - Avg Resolution Elapse Time (in Hours): Displays the average clock time to resolve incidents. An Incident ID is a unique identifier assigned to an individual incident within an IT Service Management system for tracking and reference purposes. Log time refers to the specific timestamp when an incident, change, or service request is recorded in the system. Logged by or Requested by indicates the name of the individual or system that recorded the incident, change, or service request in the system. Caller User Name refers to the name of the person who reported or initiated the incident, change, problem, or service request. Classification refers to the categorization of an incident, change, problem, or service request based on predefined criteria to facilitate proper handling and resolution. Category refers to a predefined grouping used to organize and manage incidents, problems, changes, or service requests based on their nature or type. Status indicates the current stage or condition of an incident, problem, change, or service request within its lifecycle. Pending reason specifies the cause or justification for why an incident, problem, change, or service request is currently on hold or awaiting further action. Assigned to denotes the individual or team responsible for managing and resolving an incident, problem, change, or service request. Priority indicates the level of urgency assigned to an incident, problem, change, or service request, determining its order of resolution based on impact and urgency. Impact measures the extent to which an incident, service request, problem, or change affects business operations or services. A workgroup is a small group or team of individuals who come together to collaborate on a specific task or project within an organization. A symptom is an observable effect or sign indicating that an incident, change, service request, or problem has occurred. Description provides a detailed account of the issue, request, problem, or change, including relevant information and context. A service window typically refers to a designated period of time during which a particular service or activity is available or accessible to customers or clients. Location specifies the physical or virtual site where an incident, problem, change, or service request is occurring or needs to be addressed. Various channels or platforms such as email, SMS (Short Message Service), and collaboration tools like MS Teams are utilized for communicating information. Tenant is a platform component that is created inside the Sub Domain to leverage the independent functionality of a department along with data privacy. Last updated indicates the most recent timestamp when an incident, problem, change, or service request was modified or amended. Response SLA refers to timeframe within which the service provider commits to responding to an Incident or a Request after it has been reported. Response SLA met signifies that the initial response to an incident, problem, change, or service request was provided within the agreed-upon Service Level Agreement (SLA) timeframe. Response elapsed time is the total time taken from when an incident, change, or service request is logged to when the initial response is provided. Response deadline is the time by which an initial response to an incident, problem, change, or service request must be made, according to the Service Level Agreement (SLA). Resolution time is the total time taken to fully resolve an incident, problem, change, or service request from the moment it is logged. Resolution SLA met indicates that the issue was resolved within the agreed-upon Service Level Agreement (SLA) timeframe. Resolution elapsed time is the total time taken from when an incident, change, or service request is logged to when it is fully resolved. Resolution deadline is the specified time by which an incident, problem, change, or service request must be fully resolved, as outlined in the Service Level Agreement (SLA). Solution is the specific method or fixes applied to resolve an incident, problem, change, or service request. Resolution code is a predefined set of codes used to categorize the outcome or reason for resolving an incident, problem, change, or service request. Closure code is a predefined code used to indicate the reason or type of closure for an incident, problem, change, or service request.