#25 Report of the Week: SLA overview for Jira Service Management

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Welcome back to our Report of the Week series! This time, we’re spotlighting a powerful SLA Overview report, designed to give support teams a quick and visual summary of how well they’re meeting service level agreements and maintaining customer satisfaction.

This report uses gauge visualizations (as values) to present key SLA and satisfaction metrics at a glance, making it easy to track performance. Place it on wallboards and internal sites to keep the team aware of the important metrics.

• ⏱ Time to First Response – Met %

• ⏳ Time to Resolution – Met %

• 📈 Resolution SLA Trends – over 6 periods & direction of change

• 🌟 Average Satisfaction Score

• 📉 Satisfaction Trends – over 6 periods & direction of change

Formatting Highlights:

✅ Green Gauges (presented as value): SLA met ≥ 90% – Excellent performance! 

🚨 Red Gauges (presented as value): SLA met < 90% – Needs attention.

Filters for Custom Insights

You can tailor the dashboard to focus on what matters most by filtering data by:

• Time period (default: Previous month)

• Organizations

• Projects

• Issue Types

• Priorities

• or by adding other filters relevant to your reporting needs.

This SLA dashboard helps you:

✅ Monitor SLA compliance and response trends
✅ Identify drops in customer satisfaction
✅ Spot performance trends over time
✅ Drive better decision-making for service teams

📊 Get started now: Import this dashboard into your eazyBI account and keep your finger on the pulse of service quality and customer experience!

Stay tuned, as in the next few editions we will look into more SLA reports created with eazyBI.