At risk reply time goals OR At risk resolution time goals (previously SLA warnings)
Purpose
At risk reply time goals: Track how often a message was close to missing the reply time goal.
At risk resolution time goals: Track how often a conversation was close to missing the resolution time goal.
This acts as a warning signal for you to attend to a conversation to prevent it from officially becoming overdue.
Example use case: If many conversations are at risk, but are not yet overdue, this can be an indication that your team is getting near its capacity. They are still below time goal limits, but close to no longer being able to handle conversations in a timely manner.
Definition
Number of times a time goal rule applied a tag used for at risk time goals.
If the same conversation triggered at risk warnings multiple times, each warning is counted separately.
Overdue vs. at risk tags: If time goal rule A uses Tag XYZ as its "at risk" tag, but time goal rule B uses the same Tag XYZ as its "overdue" tag, then Tag XYZ will always be counted as an "overdue" tag. For this reason, we do not recommend using the same tag for at risk time goals in certain rules, but for overdue time goals in other rules.
Any tag referenced by an time goal rule as an "at risk" tag will be accounted for in the metric calculation, even if the rule has been disabled. To ensure a tag is never counted as an "at risk" tag, either change the rule configuration or delete the rule instead of disabling it.
