Purpose: Helps you track employee SLA compliance or violation rate.
In Menu => Select Menu Report (1) => Select Conversations (2) => Select SLA (3).
This section will display as shown below:
You can select the time period you want to view the report. The system has a default display time, but you can also change it if you want.
Metrics you can see in the SLA conversation report:
Compliance rate (1)
The conversation is assigned an SLA (2)
Conversation violates SLA (3)
SLA over time
Additional SLA targets over time
The time when violantions occur the most
SLA by employee
Performance according to SLA
To view this report, you need to select an SLA rule to apply.
Last updated 2 years ago
