SLA Analytics

SLA policies ensure that visitors have a consistent experience when they interact with agents. Use SLA Analytics to see a breakdown of the interactions on the Dashboard. 

To use SLA Analytics, you’ll need to set up SLAs in Settings > Workflows > SLA Policies.
A note on SLA data

SLAs are service level agreements that may be configured and tracked in Acquire. 

If a closed case is reopened, it will also count towards the total SLA interactions. This means that if a conversation is reopened, an SLA first response will become a new data metric.

Overview 

This chart shows the total SLA instances, the number of SLAs achieved, and the number of SLAs breached. 

 You’ll also see the total SLAs compared to the number breached and achieved. 

Use it to get a quick understanding of how achieved and breached SLAs compare. 

Achieved SLAs 

See the number of achieved SLAs over time. 

Use this graph to view: 

• Total SLAs 
• Achieve SLAs 
• Average time to resolution - The total number of cases divided by the total amount of time it took to close the case. 
• Average time to first response - The total number of cases divided by the total amount of time it took to respond to a case. 

Breached SLAs

See the number of breached SLAs over time. 

Use this graph to view: 

• Total SLAs 
• Breached SLAs 
• Average time to resolution - The total number of cases divided by the total amount of time it took to close the case. 
• Average time to first response - The total number of cases divided by the total amount of time it took to respond to a case.

The green bars represent the SLAs in that time period. The dark grey, dotted line represents the average time to respond to a case. The light grey dotted line represents the average time to resolve a case. 

First Response and Case Resolution Report

Use these circle charts for an overview of response and resolution data for that time period. These charts compare the achieved SLAs to breached SLAs for resolutions and first response.

If you see more red than green, that's a good indication that your response procedures may need to be adjusted.

Determine if the SLA times are right for your agents and customers by analyzing SLA data.