Messages with SLA

Term name Messages with SLA

Track conversations 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.
Location & attribution
  • 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
  • Data is not available prior to July 2021.
Reply Oldest first
  • Oldest first
  • Newest first
  • Active threads
  • Popular
Like Follow
  • 1 mth agoLast active
  • 186Views
  • 1 Following