SLA breaches

Term name

SLA breaches

Purpose

Track conversations where you were too slow in getting back to your customers.

Example use case: Check how often breaches occur, and who on your team is exceeding the SLA, whether it’s an internal team metric or an external official agreement with your customers. Determine when to take action to reduce your breaches.

Definition

Number of times an SLA rule applied an SLA breach tag.

Location & attribution

• SLAs report

  • Main Metrics cards

  • SLA Performance Over Time graph

  • SLA Details table

• Team Performance report

  • Team Performance table - A conversation is counted for a teammate if they were the assignee at the time of the breach

• Customer Satisfaction report

  • Contacts table - Attributed to the contact(s) involved in the conversation.

  • Accounts table - Attributed to the account(s) involved in the conversation.

FAQ

• Is not affected by business hours.

• Any tag referenced by an SLA rule as a breach tag will be accounted for in the metric calculation, even if the rule has been disabled. To ensure a tag is never counted as a breach tag, either change the rule configuration or delete the rule instead of disabling it.