Why did my tickets outside SLA jump in Atlas?
The Atlas help pages give 3 common reasons. The first to rule out: If SLA timers run around the clock, tickets that arrive after hours keep counting toward their target, so more can miss it.
What causes it?
If SLA timers run around the clock, tickets that arrive after hours keep counting toward their target, so more can miss it.
In the Atlas help:
Run timers 24/7, or only during business hours.
How to configure SLA rules, read 2026-11-12.A ticket gets the first SLA rule it matches, so a new or reordered rule can give tickets a tighter target than before.
In the Atlas help:
When a ticket matches several SLA rules, the first matching SLA is assigned to it.
How to configure SLA rules, read 2026-11-12.An SLA rule can be limited to certain teams, so moving tickets to those teams can bring more of them under a target.
In the Atlas help:
Only tickets assigned to agents in these teams start the timers.
How to configure SLA rules, read 2026-11-12.
How do I check it myself?
Check the organization time zone, since business hours follow it and a wrong one moves them.
In the Atlas help:
Set the organization time zone first. Business hours use it, so a wrong time zone shifts them.
How to configure organization settings and business hours, read 2026-11-12.Look at missed targets directly rather than by ticket status, since a missed target leaves the status as it was.
In the Atlas help:
A breach doesn't change the ticket's status.
How to configure SLA rules, read 2026-11-12.
How does Atlas work with Feder?
- Connect Atlas to Feder and it joins your Experience apps.
- When you connect Atlas, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.
See whether you can trust the numbers in Atlas, one of your Experience apps. Feder only reads. It never changes anything in Atlas.
What else goes wrong with these numbers?
- Why did my CSAT responses drop in Atlas?Atlas
- Why did my first response time go up in Atlas?Atlas
- Why did Google Analytics stop collecting data?Google Analytics
- Why aren't my key events showing in Google Analytics?Google Analytics
- Why does Google Analytics show (not set)?Google Analytics
See every question.
Where do these answers come from?
Every cause and check on this page comes from the Atlas help pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.