Changelog: SLA Reports (Beta)

Pranav Raj S

Pranav Raj S

Published on

1 minute read

Last week, we released an update to support Service Level Agreements (SLAs) that ensure timely responses to your customers. This week, we've added reports to track SLA performance. These reports will help monitor if your SLAs are being met and identify areas that require improvement.

In the SLA reports, we primarily provide two metrics:

Hit Rate: This metric provides a percentage of conversations where the SLAs are met out of the total conversations where SLAs were applied. If all the requirements of an SLA policy are met, the SLA is marked as a completed. Higher the number, the better.

Number of breaches: This indicates the number of conversations in which a breach occurred.

You will also see a list of conversations where a breach occurred, including the times of these breaches. This will help you in analyzing instances of breaches.

The report includes filters such as Assignee, Inbox, Team, and SLA policy to provide more drill-down information.

Let us know what you think.