---
title: "Export Guide: Service Level Agreement (SLA)"
slug: "export-guide-service-level-agreement-sla"
description: "Understand how Dialpad ensures high performance, reliability, and customer support with clearly defined service expectations and metrics. Ideal for businesses seeking robust communication solutions with guaranteed uptime and responsive service."
tags: ["analytics", "analytics report", "export guide", "SLA"]
updated: 2025-05-29T22:00:43Z
published: 2025-05-29T22:00:43Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Export Guide: Service Level Agreement (SLA)

Service level management plays an important role in enhancing overall customer satisfaction.

Regularly reviewing the Service Level Agreement (SLA) in your Departments and Contact Centers helps you meet customer expectations and improve service delivery, as well as identify key trends such as call volume and staffing gaps.

Let’s dive into the details.

**Who can use this**

Dialpad admins and users with analytics permission can export office-wide call data.

## Export Group Statistics

To find the SLA for each group, head to **Dialpad.com** and navigate to the **Analytics** section of the Admin Portal.

1. Select the desired group(s) from the Users or group filter
2. Select the desired date range
3. Select **Export (.csv)**
4. Select **Group Statistics**
5. Select **Send report** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/group-statistics-log(1).png)

That's it! You'll receive a download link with a CSV file containing the group statistics.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1716575050250.png)

The data you see in the Service level column is the number of above service level calls answered during open/holiday hours.

Definitions for the data in the group statistics export can be found in [this Help Center article.](https://help.dialpad.com/docs/read-your-exported-analytics#group-statistics-export)

## Related

- [Analytics Glossary](/analytics-glossary.md)
- [Analytics: Key Concepts](/analytics-key-concepts.md)
- [Analytics: Charting Data](/analytics-charting-data.md)
- [Analytics FAQs](/analytics-faqs.md)
- [Export Your Analytics Data](/export-your-analytics-data.md)
- [Read Your Exported Analytics](/read-your-exported-analytics.md)