SLA Reports
Overview
Track compliance with your service level agreements.
Setting Up SLAs
- Go to Settings → SLA
- Click Create SLA
- Define metrics:
- FRT: First Response Time
- NRT: Next Response Time
- RT: Resolution Time
Report Metrics
Hit Rate
Percentage of conversations meeting SLA targets.
Breach Rate
Conversations that exceeded SLA thresholds.
Average Times
- Average first response time
- Average resolution time
Analyzing Results
- Identify bottlenecks
- Compare team performance
- Spot patterns by time/day
- Improve response workflows
Best Practices
- Set realistic targets
- Monitor trends weekly
- Investigate breaches
- Adjust staffing based on data