Overdue time goals

Term name

Overdue reply time goals OR Overdue resolution time goals (previously SLA breaches)

Purpose

Overdue reply time goals: Track how often your team responded late.

Overdue resolution time goals: Track how often your team resolved conversations late.

Example use case: Check how often your conversations exceeded their time goals, and who on your team is exceeding the time goal, whether it’s an internal team metric or an external official agreement with your customers. Determine when to take action to reduce overdue conversations.

Definition

Number of times a time goal rule applied an overdue tag.

Location & attribution

• Custom report

  • Line chart

  • Key metrics chart

  • Table chart

• Customer satisfaction report

  • Customer satisfaction details table - Attributed to the teammate, contact, or account involved in the conversation.

• Team performance report

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

• Time goals report

  • Key metrics chart

  • Time goal performance over time graph

  • Time goal by rule table

FAQ

• Is not affected by business hours.

• Any tag referenced by an time goal rule as an overdue 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 overdue tag, either change the rule configuration or delete the rule instead of disabling it.