The SLAs (Service Level Agreement) report gives you an insight into how your team is performing against your SLA targets.
SLAs report will allow you to:
Identify specific periods where targets are being hit and missed
Measure your performance against each target over time
Report your team’s success rate for meeting customer expectations
To access your report, go to Reports > Human support > SLAs.
You can analyze your report over a custom time period, or choose a default time frame:
Specified time period refers to when the conversation was started.
Your report shows your team’s performance against a specific SLA rule at a time. Select the SLA rule, and any other filters you'd like to apply:
There is no option to select multiple or all SLAs in one report.
Your report gives you a high-level overview of your SLA performance, including:
Hit rate - The percentage of conversations where your team met the SLA. If a conversation has more than one SLA applied it will only count the single conversation.
Conversations with SLA - The total number of conversations this SLA was applied to.
Misses - The number of conversations that breached the SLA.
Overall SLA performance counts the number of conversations with an SLA applied that hit the SLA.
You can see a performance breakdown of your two SLA targets - first response time and next response time.
‘First response time’ is the time it takes a teammate to reply to a customer’s first message. Each conversation can only hit or miss this target once. ‘Next response time’ is the time it takes a teammate to respond to any subsequent customer message in a conversation. As a result, you can have a mix of hits and misses for this target.
You can also quickly compare your performance against a previous time period. For example, if you choose to show results over 7 days, it will compare these results to the previous 7-day period.
First response time/Next response time counts the number of replies (not conversations) that have hit the applied SLA filter.
Your hits and misses will likely fluctuate over the period. You can identify fluctuations in your performance over time, to better understand what impacts your team’s performance:
It’s easy to view the specific hour and day of the week where you missed an SLA target, to identify patterns and adjust staffing or scheduling to meet SLAs during busy periods.
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