Manage Per-Client Service Level Agreements
Multiple Levels
Create different service levels, such as Gold, Silver and Bronze. Configure them as needed and then assign the appropriate level to each of your clients depending on the promises you've made. Set a default level for a whole inbox.
Multiple Targets
Each level can have multiple targets within, each of which is a set of criteria to match tickets against, the response times you want to meet, and other settings that make up your target.
Ticket Specific
You can set criteria for the tickets you wish your targets to match against. This means you can have different rules depending on the ticket type, category, impact or urgency. So you can do things like only have an SLA for High urgency tickets.
Response Times
Every target allows you to set response times for four things - how long before your first response to new tickets, how long you'll take to reply to new customer messages, how often you'll update after the first response, and your target for marking the ticket as resolved.
Build Trust With Client Visible Reporting
Goal Setting
Every target hour can have a percentage of matching tickets you wish to not breach that target. So if you're giving a first response to tickets within 4 hours, you can aim to do that 95% of the time. This gives you more control over the levels you offer.
Client Visible
Clients can be given access to your SLA Report, so they can see exactly how well you're doing in meeting your agreements. Don't leave customers in the dark and build trust by being transparent with your results.
Schedule Limits
Limit a target to only applying during a specific schedule. For example, create a schedule for your Monday-Friday, 9-5 working week and then only count the hours between those times.
Nowhere To Hide
Agents can see which tickets are heading for an SLA breach on the ticket listing page. We highlight how long it is before the next action is due on each one. The ticket details page has a full breakdown, with a countdown and markers for how long it is until each target.
Powerful Tools To Help Your Team Succeed
Clock Pausing
Choose to pause the update or resolve SLA clock when the ticket isn't assigned to one of your agents. That way, if a ticket is sitting with the client waiting for more information, it's not impacting your service level statistics.
Queues
You can use SLA Breached as a criteria when building a queue. That means you can highlight the tickets that have failed and immediately make sure somebody is dealing with them.
Reporting
See how many tickets have met your service level filters, how many of them breached and how many breaches you've had overall. See each of your levels and targets broken down, including what percentage success you achieved.