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 Experience 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
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