Channel Group SLA
Last updated
Last updated
The channel group SLA is feature that make it easy for supervisors to see SLA on four common type channels, i.e. ‘Chat and Social Media’, ‘Web & InApps Chat’, ‘E-mail’ and ‘Walk-In’, that available in tables with channel name, ticket, responded, dropped and other metrics that can be filtered by date range (select start date and end date, then click ‘Filter‘ button). Channel group SLA can be downloaded to a .XLS, .PDF, .CSV or .TXT file, as shown below.
Component explanation :
No
Name
Description
1
Channel Name
The name of the channel that has been registered in OmniChannel 3Dolphins.
2
Ticket
Total of ticket
3
Responded
The total ticket being handled by agent (ticket in ‘Open‘ and ‘Pending‘ status)
4
Dropped
The total ticket ‘drop by customer’. (when the agent closing the ticket, the agent fills in the close status of ‘Drop by customer‘)
5
Within SLA
Total ticket based on SLA
5
On Going SLA
Ticket that is being handled by the agent and hasn’t been closed.
6
Over SLA
Total ticket based on ticket over that SLA time.
7
SLA (%)
Percentage of the ‘within SLA‘ divided with ‘total ticket‘.
8
Dropped (%)
Percentage of total ticket ‘Drop by customer’.
9
Average response time
The average total ticket duration assigned to one agent.
10
Average resolution time
The average total duration ticket assigned until the ticket is closed. But, when the ticket is transferred or escalated to supervisor or other group, then the Agent can’t get total ticket, but the agent will get ‘Response time’.
