Channel Group SLA
Last updated
Last updated
For detailed explanation of SLA starting with the calculations and settings on the Analytics page, you can refer to the SLA Guideline page.
The channel group SLA feature makes 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 graphs and tables. The graph shows a report for each channel group which contains information about the channel accounts in each channel group. Meanwhile, the table will present the metrics for each channel account contained in the channel group.
To access channel group SLA report, go to the Analytic menu and click the Live Agent menus, then click Channel Group SLA which you can find on the left sidebar.
The following explains the components contained in the entire graph in the SLA channel group.
Monthly SLA
Monthly percentage of SLA percentage for this account's channel based on the selected month filter.
The monthly SLA calculation based on the SLA type as follows:
SLA by Ticket -> Total Ticket Within SLA (monthly) / Total Ticket (monthly)
SLA by conversation -> Total Reply Incoming Ithin SLA (monthly) / Total Incoming (monthly)
To know more about SLA calculation, you can refer to this page.
Average Monthly SLA
The average monthly SLA percentage from all channel accounts based on the selected month filter. The average monthly SLA calculation based on the SLA type as follows:
Average Monthly SLA by ticket -> Monthly SLA by ticket channel a + Monthly SLA by ticket channel b +...+ Monthly SLA by ticket channel n / Number of channels with tickets.
Average Monthly SLA by conversation -> Monthly SLA by conversation channel a + Monthly SLA by conversation channel b +...+Monthly SLA by conversation channel n / Number of channels with tickets
Monthly Response Rate
The monthly percentage of the agent's response is divided by incoming message. Agent's response is the condition when the agent responds to each customer chat. Incoming message is the condition when the customer sends chat message at one time.
Average Monthly Response Rate
The average monthly response rate percentage.
Over SLA
When the incoming email exceeds the specified SLA duration, the SLA duration on the email channel is calculated in 'hours.' Note: Only available for channel group 'Email'.
Average Over SLA
The average number of email channel tickets that are 'over SLA.' Note: Only available for channel group 'Email'.
Meanwhile, the following explains the components for each metric contained in all SLA channel groups.
Time Series
Indicates whether the report is displayed in a 'day,' 'week, 'month,' or 'year' format.
Non-Ticket
Non-ticket is a condition that occurs when customers connect to a live chat channel but do not send a message.
Ticket
Total of ticket.
Assigned
The total ticket that is being assigned to Agent.
Responded
The total ticket being handled by agent (ticket in ‘Open‘ and ‘Pending‘ status)
Dropped
The total ticket ‘drop by customer’. (when the agent closes the ticket, the agent selects closing type ticket of ‘Drop by customer‘)
Within SLA
Total ticket based on specified SLA duration.
On Going SLA
Total tickets that are being handled by the agent and haven't been closed.
Over SLA
Total ticket based on ticket over that specified SLA duration. Note: Only available in the channel group 'Email' table.
Response Rate
Percentage 'response agent' divided by 'incoming message'. Response Agent is a condition where the Agent responds to each customer chat while the incoming message is conditions when a customer sends a chat message at one time.
SLA (%)
SLA percentage for this ticket.
Note: The displayed SLA depends on the configuration of the SLA settings in 'rule management' and SLA type on this report. To know more about this setting, you can refer to this page.
Dropped (%)
Percentage of total ticket ‘Drop by customer’.
Average response time
The average total duration of tickets assigned to the Agent until the Agent first replies to the ticket.
Average resolution time
The average total duration ticket is assigned to the agent until the ticket is closed. But, when the ticket is transferred or escalated to a supervisor or other group, the agent can't get the total ticket, but the agent will get 'Response time.'
