Generating client SLA reports manually requires support managers to export ticket data, clean it, calculate metrics, format documents, and send them individually each month. Manual calculation and formatting consume significant time and introduce data errors.
Automated reporting pulls ticket data directly from the support system, calculates all SLA metrics, generates formatted reports, and delivers them on schedule. Reports are accurate, consistent, and delivered on time every month.
The full workflow, from trigger to completion.
Automation is triggered on a fixed schedule (e.g., every Friday at 9 AM or on the last day of the month). The trigger checks the calendar and confirms the reporting period has ended.
The automation connects API and retrieves all tickets created during the reporting period, including response times, resolution times, and satisfaction scores.
The automation processes the raw ticket data, calculates response time averages, resolution time averages, SLA compliance percentages, and customer satisfaction scores for each client.
The automation creates a formatted report, populating metrics, adding summary tables, and applying consistent formatting for each client.
A decision node checks if all required metrics are present and within expected ranges. If any data is missing or anomalous, the report is flagged for manual review.
The automation converts the report to PDF, attaches it to a pre-written email, and sends it to the designated client contact address.
The automation posts a confirmation message listing the client, report period, and delivery timestamp for team visibility and audit purposes.
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