SLA Usage Guide

——Set session handling time standards, automate timing and reminders, improve session handling efficiency and customer experience.

SLA Management

Managers can add multiple session handling time schemes for the company. When a session is created, the system will evaluate based on the set conditions, record the SLA that meets the criteria, and provide countdown reminders according to the set goals. You can add multiple rules to meet efficiency requirements for different business scenarios and different users.

● Create

Click 【+ Create SLA】, fill in the title and description, add one or more filter conditions, set SLA goals and reminder methods, and you have completed setting up an SLA.
For example, you can set different response times based on whether a customer is a VIP or not.

Figure 1: Create New SLA

● Sorting

You can create multiple SLAs. When a conversation is assigned or transferred, it will match SLAs in order. After matching one SLA, it will stop further matching.

Figure 2: Sorting

● Edit

After editing the SLA, it will only take effect in subsequently created sessions. The SLA targets that have already been responded to will still be recorded and counted.

● Delete

After deleting the SLA, it will only take effect in subsequently created sessions. The SLA targets that have already been responded to will still be recorded and counted.

SLA Metrics

The customer service replies in the following text do not include "note" messages.

● First Response Time

Refers to the time when the first reply to a customer message is sent after the conversation is assigned/transferred to a customer service agent. If a conversation is handled by three customer service agents in total and all of them have communicated with the customer, then the conversation will have three first response metrics.

● Response Time

Refers to the time when the customer service needs to respond after the customer speaks. The response time goal is only triggered when the customer speaks, and the customer service's reply counts as a response to that goal. Therefore, a conversation will have multiple response time goals, and a complete response time metric always exists in the form of a question from the customer and an answer from the customer service. If the customer speaks multiple times without any response from the customer service in between, the start time for the response metric is timed from the first time the customer speaks.

● Session Time

Refers to the time from when a conversation is assigned to a customer service agent until the conversation is closed.