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SLA Reports

The SLA reports at /reports/sla let you measure compliance with your service level agreements. Monitor processing times, carrier performance, and delivery rates to identify bottlenecks and maintain customer satisfaction.

Metrics Dashboard

The dashboard presents an executive summary with key indicators:

MetricDescription
Overall compliancePercentage of orders delivered within the committed timeframe
Average fulfillment timeFrom order receipt to carrier handoff
Average delivery timeFrom shipment to customer reception
Successful delivery ratePercentage of shipments delivered without incidents
Orders outside SLANumber of orders that exceeded the committed timeframe

Tip

Configure SLA thresholds from the settings section. These thresholds determine when an order is considered non-compliant.

Fulfillment Time Tracking

Analyze each stage of the preparation process:

1

Acceptance time

From when the order comes in until an operator accepts it. Recommended target: under 2 hours.

2

Preparation time

From acceptance until the package is ready for shipment. Varies based on order complexity.

3

Pickup time

From when the package is ready until the carrier collects it. Depends on pickup frequency.

4

Transit time

From pickup to delivery to the end customer. Determined by the carrier and distance.

Visual breakdown

Each stage is represented as a segment in a waterfall chart, making it easy to identify where delays are concentrated.

Carrier Performance

Compare the performance of your connected carriers:

IndicatorDescription
On-time deliveriesPercentage of shipments delivered within estimated timeframe
Average transit timeAverage days from pickup to delivery
Loss ratePercentage of packages reported as lost
Return rateShipments returned due to incorrect address or absence
IncidentsTotal reported problems (damage, delay, etc.)

Underperforming carriers

If a carrier maintains an on-time delivery rate below 85% for two consecutive weeks, consider redistributing volume to more reliable options.

Delivery Success Rates

This module breaks down delivery outcomes:

  • Delivered on first attempt: Customer received without retry needed.
  • Delivered on second attempt: Required an additional visit.
  • Returned to origin: Delivery was not possible after configured attempts.
  • At pickup point: Customer collected at an alternative location.

Report Filters

Customize the view with:

  • Period: Today, last week, last month, custom range.
  • Sales channel: Filter by marketplace or store.
  • Carrier: Select one or several.
  • Region: Filter by destination geographic zone.
  • Compliance status: Within SLA, outside SLA, at risk.

Alerts and Notifications

Configure automatic alerts when:

  • An order has used more than 80% of its SLA time without advancing stages.
  • Daily compliance rate falls below the configured threshold.
  • A carrier accumulates more than 3 incidents in a day.

Tip

Alerts are sent by email and appear as notifications in the contact center dashboard so the support team can act proactively.

Export and Share

SLA reports can be exported for meetings or carrier reviews:

  • PDF: Executive summary with charts.
  • CSV: Detailed data for advanced analysis.
  • Scheduled: Automatic weekly or monthly email delivery.

Related: Complement this analysis with inventory reports to correlate stock availability with fulfillment times.