SLA (Service Level Agreement) reporting helps you monitor the response time commitments made to your customers. It is your real-time dashboard that shows which agents are achieving their targets and identifies any extra support needed.
Importance:
- Ensures consistent service quality delivery across customer interactions
- Identifies performance gaps and areas needing improvement in agent responses
- Supports data-driven decisions for resource allocation and team optimization
First Response Time
Target Achieved
This shows how many successful initial responses were achieved compared to previous periods, as every win here means a customer heard effectively.
Target Breaches
You can see how many conversations didn't quite meet the first response time target. Do not consider these as failures; they are learning opportunities to understand the reason behind the delays.
Time Exceeded
You can track the total number of conversations whose first response time has exceeded time compared to previous durations.
Average Resolution Time
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Target Achieved
Track how many conversations were resolved within your target timeframes. Fast and effective problem-solving will improve customer loyalty.
Note: To know more about users reporting, click here
Target Breaches
You can analyze the total number of conversations whose average resolution time of a target conversation has been breached compared to the previous duration.
Time Exceeded
Total number of conversations with your team whose average resolution time has exceeded the defined time.
SLA Target - Closed​
This will show the analysis of SLA targets for agents closing the conversations in terms of conversations breached and achieved over a period of time.
SLA Target - Responses​
You can track the analysis of SLA targets for agents responding to your customer conversations in terms of breached versus achieved over a period of time to understand team's closing performance
Ready to optimize your SLA strategy? click here to learn how to set up SLA policies that work for your team