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SLA ​

The SLA (Service Level Agreement) setting is to set the guaranteed level of agent service to customers. SLA agent is a reference to see how fast the agent responds and handles customers.

SLA In ​

SLA IN is information about tickets that have not been violated and following the established SLA. A ticket is not violating the SLA if the ticket has a priority label of “Urgent/High/Medium/Low” and the first response time and resolve time are following the specified SLA.

SLA Out ​

SLA OUT is information about tickets that have been violated and are not following the established SLA. A ticket is classified as violating the SLA if the ticket has a priority label of “Urgent/High/Medium/Low” and the first response time and resolve time do not match with the established SLA.

SLA Off ​

To disable SLA, change the SLA Policies to “SLA OFF” with the radio button.

disable sla

Default SLA Policy ​

This is the default SLA setting for all the channels integrated into your workspace. You can change the Default SLA Policy setting by following the steps below:

  1. Click the edit icon on the Default SLA Policy

  2. Fill in the name and description of the SLA

    fill sla form

  3. Set Timework SLA

    • Timework SLA is to determine the SLA whether the SLA will still be counted outside the workspace's working hours (Settings for working hours in the Timework Menu) or not.
    • If the Timework SLA is toggled ON, it means that the SLA is only active during workspace working hours.
    • If the Timework SLA is toggled OFF, the SLA will still be counted outside the workspace’s working hours.

    setup timework sla

  4. Setting SLA Target

    • In the SLA Target table, specify the response time, resolve, and operational hours for each priority.
    • Respond within, is the limit of the agent replying in a certain ticket priority category.
    • Resolve within, is the agent limit resolves or closes a ticket in a certain ticket priority category.

    setup timework target

  5. Click Save to save the SLA settings.

Specific Channel SLA ​

You can also set the SLA for a specific channel you have already integrated into the workspace because we know that each channel might have a different SLA. To set a custom SLA for a specific channel, please follow the steps below :

  1. On the SLA settings, click the (+)
  2. Fill in the SLA Name and Description
  3. Set Timework SLA
  4. Set settings for Target SLA
  5. Click Save to save the SLA settings