Track messages where your team was expected to respond within an SLA.
Example use case: Comparing Messages with SLA to SLA breaches gives you a sense for how you are performing on your SLA. In addition, if you have a small number of Messages with SLA, you may want to consider adding more SLA rules to cover additional cases.
Definition
Number of messages that met SLA rule conditions this period. This includes all messages that triggered SLA rules, including those that did and did not end up in breach.
Messages with SLA is recorded at the time the SLA rule expires. For example, if I receive a message on Monday, and I have a 24 hour SLA rule, the Messages with SLA would be recorded on Tuesday, alongside any breach that occurred. This allows you to compare SLA breaches accurately to Messages with SLA.
The Messages with SLA metric counts every inbound message, except for conversations where multiple inbounds are received before you can send an outbound reply.
For example, if I have an SLA rule where the scope is limited to the Customer Success inbox, every inbound message to the Customer Success inbox would count for Messages with SLA. However, if a conversation received two inbounds before the SLA timer resets, only the first inbound is counted in the metric.
The goal of the metric is to track all messages that are covered by the SLA, regardless if the conversation reached warning or breach.
