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||