How do I track SLA compliance with iDBQuery?
Ask iDBQuery 'What percentage of support tickets met our SLA last month, by priority and team?' It measures resolution and response times against your SLA targets, returns the compliance rate as a chart, and cites every breach back to the ticket rows behind it.
SLA compliance measures how often you meet the service-level targets you have promised, for response time, resolution time, or delivery. iDBQuery computes it and, crucially, shows you exactly which cases breached.
- You'd ask iDBQuery: 'Show SLA compliance last month by ticket priority and team, using first-response and resolution targets, and list the breaches.'
- It compares each ticket's timestamps to the applicable target, computes the compliance rate, and returns a chart plus a breach list.
- Every figure is cited to its source rows, so '92% of P1 tickets met SLA' can be audited, and each breach links to its ticket.
Because the answer is live, you can ask 'Which team's SLA compliance is slipping this quarter?' or 'What is the average overage on breached tickets?' and iDBQuery keeps the thread. If tickets live in a support tool and SLA definitions in a separate policy sheet, the one live model joins them so the targets applied are the right ones. Save it as a live report for the support lead, and let the Analyst agent flag the conditions, priority, time of day, or agent, most associated with breaches, backed by the underlying tickets. This complements ticket-volume trend and CSAT analysis for a full support-health view.
Updated 2026-06-22