3Dolphins
5.2 EN
5.2 EN
  • Get Started
  • Pre-Requisite
  • FAQ User
    • User Management
      • What should I do if the user still has an active session?
      • What should I do if the user is locked?
    • Ticket Management
      • What should I do if the customer ticket cannot enter the assigned tab?
    • Bot Settings
      • What should I do if the bot doesn’t respond?
      • What should I do if the bot doesn’t respond as expected?
    • Data Settings
      • Which App Server, Web Server, and Database are used by Chatbot 3Dolphins SRM?
      • When Chatbot is running on Linux. What process does UP / RUNNING signify that the app is running?
      • If the process experiences an abnormal stop (fall) and cannot be increased again in the normal way.
      • How to monitor 3rd party service?
      • On performance monitoring. Can it be monitored and does it have a dashboard?
      • What needs to be backup?
      • How do backup Solr? Is there a menu from apps to do backups?
      • What Backup cycle is used? Full or incremental?
      • What data is stored on the server?
      • Housekeeping data procedures and technical guidelines. Is there a menu from Apps?
      • How to convert milliseconds API fields to Apache Solr Date format using Microsoft Excel
  • Task Management
    • Task Management
      • Task Feature
      • Create Task
      • Edit Task
      • Detail Task Feature
  • Administration
    • User Privilege
      • User Role and Permission Level
      • Grant and Revoke Module Access
      • Create New Privilege
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    • User Management
      • Group
      • Line of Business
      • User
      • Blocked
      • Active
      • Upload
      • Dual Control
      • Team Collaboration Chat
    • System Setting
      • Ticket Configuration
        • Number of Ticket History
        • Reply Signature
        • Enable Watermark on Attachment
        • Operator Allow Ticket Redistribute
        • Pop-Up Chat On Idle
        • Severity Required Before Closed
        • Auto Send Feedback
        • Claim Ticket Count
        • Enable Reopen Ticket
        • Enable Block Contact
        • Group Ticket Distribution
        • Traffic Minimal Turn
        • Last Agent Saved in Memory
        • Default Transfer Type
        • Default Sorting Mode
        • Enable Batch Close Ticket
        • Webchat Queue All Channel
        • Word Sensor on Live Agent Message
        • Ticket Claim Mode
        • Auto Greeting
        • Ask Feedback Message
        • Image URL Link and Font Color for Feedback Link
        • Feedback Appreciate Message
        • Number of Live Chat History
        • Walk in SLA Time (in Second)
        • Closure Types
      • User Configuration
      • Bot Configuration
      • Contact Configuration
      • Lead Configuration
      • Deal Configuration
      • Company Configuration
      • Custom Submenu Configuration
    • Data Settings
      • Create New Collection
        • Add Fields in Collection
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      • Remove Collection
      • Archive Collection
    • Public Holiday
      • Create New Holiday
      • Edit an Existing Public Holiday
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    • Co-Browsing
      • Add Co-Browsing Menu
      • How to Use Co-Browsing
  • Integration
    • Channel Connector
      • Telegram Bot
        • Create Telegram Bot
        • Create New Telegram Bot Channel
        • Create New Rule
        • Attach Bot
        • Start Chat
      • Email Inbox
        • Create New Channel Email Inbox
        • How to Setup Outlook Email
        • Gmail Settings
        • Yahoo Settings
        • Create New Rule
        • Reply Email
        • Forward Email
      • Live Chat
        • Create New Live Chat Channel
        • How to Connect Client to Live Chat Channel
        • Create New Rule
        • Live Chat Message
        • Live Chat Capabilities
        • Include Livechat to your Website / Mobile (Webview)
          • Website
          • Mobile (Android Webview)
          • Mobile (IOS Webview)
        • Live Chat SDK React Native
        • Live Chat SDK Kotlin
        • Live Chat SDK Swift
      • Telegram Account
        • Create a New Telegram Account
        • Create a New Channel of Telegram Account
        • Create New Rule
        • Attach Bot
      • Twitter
        • Create Twitter Account
        • Twitter Developers
        • Create New Twitter Channel
        • Create New Rule
        • Result of Create New Twitter Channel
        • Best Practice Twitter
          • Customer
          • Agent (Operator) or Supervisor
      • Facebook
        • Facebook Developers
        • Verify Your Business
        • How to Create Facebook App
          • Change Additional Information About the App
          • How to Add Facebook Login Platform to Your Facebook App
          • Permission And Feature
        • Create New Page on Facebook
        • Create New Facebook Channel
        • How to Add Messenger Platform to Your Facebook App
        • How to Add Webhooks Platform to Your Facebook App
        • Create New Rule
        • Mechanism for using BOT in Facebook Messenger
        • How to Add an Email from My Facebook Account
        • Best Practice Facebook
          • BOT
          • Customer
          • Agent (Operator) and Supervisor
        • Facebook Gateway
      • WhatsApp Business API
        • How to Set Up Whatsapp Business API
        • Create New Whatsapp Channel
        • Create New Rule
        • Result Create New Whatsapp Business Channel
      • Instagram Bussiness
        • Facebook Developers
        • Verify Your Business
        • How to Create Facebook App
          • Change Additional Information About the App
          • How to Add Facebook Login Platform to Your Facebook App
          • Permission And Feature
        • Create New Page on Facebook
        • Create New Instagram Business Account
        • Create New Instagram Business Channel
        • How to Add Webhooks Platform to Your Facebook App
        • How to Add Instagram Platform to Your Facebook App
        • Create New Rule
        • Result of Create New Instagram Business Channel
        • Best Practice Instagram
        • Instagram Gateway
      • Line Account
        • Create New Line Official Account
        • Create Line Developer
        • Create New Line Account Channel
        • Create New Rule
        • Attach Bot
        • Result of Create New Line Account Channel
      • Skype
        • Create Bot With Microsoft Bot Framework and Microsoft Azure
        • Create New Skype Channel
        • Create New Skype Account
        • Create New Rule
        • Result of Create New Skype Channel
      • App Follow
        • Create a New Channel of App Follow
        • Create New Rule
        • How to Create Ticket on App Follow
      • YouTube
        • Create New Channel on YouTube
        • How to Create YouTube API Credentials
        • Create New Channel of YouTube
        • Create New Rule
        • Result Create New Youtube Channel
      • Smartcall
        • Create New Channel Smartcall
        • Add Telephony Credentials
        • Create New Rule
        • Result of Create New Smartcall Channel
      • Webex
        • Create Webex Account
        • Create New Webex Bot
        • Create New Webex Channel
        • Create New Rule
        • Attach Bot
        • Result of Create New Webex Channel
    • Live Chat Designer
      • New Design
        • Style
        • Live Chat Connection
        • On Boarding Form
        • Livechat Label
        • Messaging Setting
        • Display Settings
        • Widget Settings
        • Member Mode
        • Queue
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        • Campaign
        • Service Hour
        • On Boarding Email Form
        • Input Validation
        • Generate Script
      • View Script Widget
      • Edit Widget
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    • Third-Party Integration
  • Employee
    • Operator Shift
      • Add New Shift
      • Edit Shift
      • Assign Operator Shift
      • Operator Shift Change Availability
      • Delete Shift
    • Shift Mapping
      • Upload Agent’s Attendance
      • Edit an Existing Shift
      • Delete Shift
      • Filter Shift
    • Operator Target
      • Add Multiple Target
      • Add Operators Target (Independent Target)
    • Group KPI
      • Create New Group KPI
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        • Edit Group KPI
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      • Filter and Search Group KPI Module
    • Announcement
      • Create New Announcement
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  • Marketing
    • Public Post
      • Create New Public Post
        • Upload File
        • Schedule, Post, and Draft
      • Filter and Search Public Post
    • Notification
      • Create Notification
        • Account & Recipients
        • Message
        • Send or Schedule
      • Filter and Search Notification
      • Edit and Delete Notification
      • Quality Rating Notification
    • Template
      • Request Template
        • Authentication Template
          • Code delivery
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          • Header Template
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      • Filter and Search Template
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    • Audience
      • Create New Audience
      • Edit and Delete Existing Audience
      • Import Audience
      • Create New Audience Group
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      • Search Feature
      • WhatsApp Validation
    • Maker Checker
      • Public Post Maker
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      • Notification Maker
      • Notification Checker
  • Sales Activity
    • Lead
      • Create New Lead
      • Import Lead
      • Detail Lead
        • Contact Info
        • Company Info
        • Transfer Lead Ownership
        • Note
        • Task
      • Filter and Search Lead
      • Lead Automation
        • Automation Component
        • Create Automation
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      • Convert Lead to Deal or Archive Lead
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    • Deal
      • Create New Deal
      • Detail Deal
        • Add Product on Deal
        • Contact Info
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        • Transfer Deal Ownership
        • Note
        • Task
        • Add On-Site Visit
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      • Transfer Deal to Another Pipeline
      • Pipeline
        • Add New Pipeline
        • Edit Pipeline
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      • Filter, Sort, and Search Deal
      • Advanced Setting
      • Closed Deal to Won or Lost Deal
      • Delete Deal
    • Contact
      • Create New Contact
      • Detail Contact
        • Switch and Unlink Companies
        • Add Deal
        • Set Contact as VIP
        • Block and Unblock Contact
        • Merge Contact
        • Note
        • Task
      • Delete Contact
    • Company
      • Create New Company
      • Detail Company
      • Search Company and Configuration Table
      • Delete Company
    • Product
      • Create New Product
      • Detail Product
        • Open Deals
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        • Transfer Product Ownership
        • Note
        • Filter and Search Product
      • Configuration Table
      • Delete Product
  • Customer Service
    • Introduction
    • Customer Support
      • Monitoring Dashboard Agent
      • Monitoring Dashboard Supervisor
      • Search in Dashboard
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      • Reply Ticket
      • Send File or Attachment
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        • Add Customer Case
        • Add Task based on Ticket
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      • Filter Ticket
      • Team Member
      • Escalated Ticket
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      • Reassign Ticket
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      • Share Ticket Link
      • View Chat History
      • Merge and Unmerge Ticket
      • Merge Contact
      • Merge Contact Suggestion
      • Blocked Ticket
      • Reopen Ticket
      • Canned Message
      • How to Find FAQ
      • How to Export Ticket
      • How to Create Outbound Email
      • How to Create Offline Ticket
      • View Assignment Rule
      • How to Make Outbound Whatsapp Message
    • Customer Contact
      • Create New Contact
      • Download Contact
      • Edit Contact
      • Case Timeline
      • Ticket History
      • Merge Contact
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      • Send Email Message
      • Blocked Contact
      • Remove Contact
    • Ticket Automation
      • Automation Component
      • Tag, Severity, Priority and Process Flow
      • On Idle Trigger Ticket
      • Auto Greeting with Time Based Response
      • Bypass Ticket Distribution for High Profile Customer
    • Agent Automation
      • Create New Agent Automation
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      • On Aux Changes Trigger Agent
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    • Unit Management
      • Create New Unit
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    • Rule Management
      • Add New Rule
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      • Configuration Rule
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      • Form Records
        • Filter Form Records
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      • Form Builder
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          • Settings
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    • Paragraph Classifier
      • Add New Classifier Module
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      • Add Tags to Chat Tickets
      • Add Tags to Customer Contact
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    • Email Template
      • New Email Template
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    • Auxiliary Mapping
      • Create New Agent Status
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    • Teaser Management
      • Create New Teaser
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  • Quality Assurance
    • Performance Rating
      • Add Appraisal Report
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      • Filter Ticket
    • Customer Feedback
    • Feedback Template
      • Create New Feedback Question
        • Agent Rating Survey
        • NPS Survey
      • Attach Feedback Template
      • Activate and Deactivate Feedback Template
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    • Rating Criteria
      • Add New Template Criteria
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  • Bot Settings
    • Bot Manager
      • Create New Bot
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    • Process Flows
      • Component of Workflow
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    • Dialog Flows
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    • FAQ Knowledge
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    • Digital Library
      • Create New Digital Library
        • Send Card
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    • Page Builder
      • Add New Page
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    • Payment Library
      • Add New Payment
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    • Think Paragraph
      • Add Document (Article)
      • Edit Document (Article)
      • Ask Question Article
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      • Think Paragraph Configuration
    • Maker Checker
      • Process Flow Maker
      • Process Flow Checker
  • Analytic
    • Live Agent
      • Conversation History
        • Filter Conversation History
        • Download Conversation History
      • Appraisal Report
        • Filter Appraisal Report
        • Download Appraisal Report
      • Channel Interaction
        • Filter Channel Interaction
        • Download Channel Interaction
      • Channel Group SLA
        • Filter Channel Group SLA
        • Download Channel Group SLA
      • Live Agent SLA
        • Filter Live Agent SLA
        • Download Live Agent SLA
      • Live Agent Performance
        • Filter Live Agent Performance
        • Download Live Agent Performance
      • Live Agent Productivity
        • Filter Live Agent Productivity
        • Download Live Agent Productivity
      • Live Agent Rating
        • Filter Live Agent Rating
        • Download Live Agent Rating
      • Customer Rating
        • Filter Customer Rating
        • Download Customer Rating
      • Visitors Volume
        • Filter Visitors Volume
        • Download Visitors Volume
      • Bot Visitor Volume
        • Filter Bot Visitor Volume
        • Download Bot Visitor Volume
      • Conversation Audit
        • Filter Conversation Audit
        • Download Conversation Audit
      • User Access Audit
        • Filter User Access Audit
        • Download User Access Audit
      • User AUX Audit
        • Filter User AUX Audit
        • Download User AUX Audit
      • Net Promotor Score
        • Filter Net Promotor Score
        • Download Net Promotor Score
      • Analytic Setting
      • Create New Service Analytic
    • Virtual Agent
      • Bot Overview
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      • Bot Engagement
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      • User Transaction
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      • Bot Satisfaction
        • Download Bot Satisfaction
    • Employee
      • Operator Target
        • Filter Operator Target
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      • Group KPI Report
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      • Attendance Report
        • Filter Attendance Report
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      • Task Report
        • Filter Task Report
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    • Sales
      • Deal Progress
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        • Download Deal Progress
      • Deal Conversion
        • Filter Deal Conversion
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      • Deal Overdue
        • Filter Deal Overdue
        • Download Deal Overdue
      • Deal Won
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        • Download Deal Won
      • Deal Lost
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        • Download Deal Lost
    • WhatsApp
      • Filter Whatsapp Usage
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    • Wallboard
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  • API
    • Service API
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      • Support Chart API
      • Contact API
      • File Upload Service
      • Form API
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        • WhatsApp Broadcast
        • Line Broadcast
      • Profile API
      • Push Notification API
      • Report API
      • Ticket File Media API
      • Operator API
      • Ticket API
      • Supervisor API
      • Users API
      • Email Outbound API
      • Task API
    • Bot API
      • Get Token
      • Get Bot Response
      • Get Bot by Bot Id and Get list of Bots
      • Get Bot Deployment Channel by Bot Id
      • Get Bot FAQ Modules by Bot Id
      • Get Bot Dialogs by Bot Id
      • Post Bot Responses by Bot Id and User Message
      • NLP API
      • Think Paragraph API
    • Sales API
      • Get Token
      • Company API
      • Product API
      • Pipeline API
      • Deal API
      • Notes API
      • Lead API
  • SLA Guidelines
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On this page
  • SLA Label
  • SLA Service Hours
  • SLA on Analytic Report

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SLA Guidelines

PreviousLead API

Last updated 1 year ago

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SLA (Service Level Agreement) refers to a set of standards that a company maintains for supporting their customer. This standard is used to ensure that the services provided by their Agents are measurable and consistent. SLA also aims as one of the benchmarks for companies to improve service to their customers.

On 3Dolphins there are several different ways to calculate SLA. We've put together a detailed list of how SLA calculations are used to help you understand this better.

SLA Metric / SLA Type
Static
Severity Based
Agent Reply

Assign To Respond

Indicates SLAs ticket is calculated when ticket entry to the user's inbox tab until the user responded to the ticket.

Indicates SLAs ticket is calculated based on SLA duration from each severity level when the ticket entry on user's inbox tab until user response the ticket.

x

Created to Respond

Indicates SLAs ticket is calculated from the created date ticket until the user responds to that ticket.

Indicates SLAs ticket is calculated based on SLA duration from each severity level when the created date ticket until user response the ticket.

x

Resolution Time

Indicates SLAs ticket calculated from the ticket created date until the ticket is closed by the user. SLA Metric 'Resolution Time' is only used for email tickets.

Indicates SLAs ticket is calculated based on SLA duration on each severity level when the created date ticket until the user closed ticket. SLA Metric 'Resolution Time' is only used for email tickets.

x

For Every Incoming Message

x

x

Indicates SLAs ticket will be calculated when the customer sends incoming messages until the user replies to that incoming message.

SLA metrics that apply to SLA type static and severity based can only be used for non-offline tickets and email tickets.

SLA Label

SLA Label is useful to easily understand whether the Agents or Supervisors are handling the ticket in accordance or even exceeding the specified SLA Duration. SLA duration allows you to define the length of time within which an issue or ticket must respond or be completed before the SLA is over. SLA Duration can be changed in Rule Management or you can read page for more information about the SLA settings.

SLA labels are also different depending on the SLA type used. If you use SLA type Static and Severity Based, there are two possible conditions, namely Within SLA and Over SLA. The following explains how the SLA type for each SLA metric can meet these conditions.

SLA Metric / SLA Label
Within SLA
Over SLA

Assign to Respond

SLA label will be 'Within SLA' if the user responds to the customer's ticket within the SLA duration after ticket entry to the user's inbox tab. Example: SLA duration in the channel rule is set 120 seconds, then the user responds to messages from customers within 120 seconds (for example, users respond to messages from customers within 80 seconds from ticket enters the user's inbox tab) so, the label will change into 'Within SLA'.

SLA label will be 'Over SLA' if the user responds to the customer's ticket exceed the SLA duration after ticket entry to the user's inbox tab. Example: SLA Duration in the channel rule is set 120 seconds, then the user responds to messages from customers over from 120 seconds (for example, users respond to messages from customers within 160 seconds from ticket enters the user's inbox tab) so, the label will change into 'Over SLA'.

Created to Respond

SLA label will be 'Within SLA' if the user responds to the customer ticket within the SLA duration starting from the ticket is created. Example: SLA duration in the channel rule is set 120 seconds, then the user responds to messages from customers within 120 seconds (for example, users respond to messages from customers within 80 seconds after the ticket is created) so, the label will change into 'Within SLA'.

SLA label will be 'Over SLA' if the user responds to the customer ticket exceed the SLA duration starting from the ticket is created. Example: SLA duration in the channel rule is set 120 seconds, then the user responds to messages from customers over from 120 seconds (for example, users respond to messages from customers within 160 seconds after the ticket is created) so, the label will change into 'Over SLA.

Resolution Time

This label will be 'Within SLA' if the Agent closes the ticket within the SLA duration starting from the ticket was created. Note: This label only applies to Email channels.

This label will be 'Over SLA" if the Agent closes the ticket exceeds the SLA duration starting from the ticket was created. Note: This label only applies to Email channels.

Meanwhile, if you use SLA Type for Agent Reply with metrics for every incoming message, the label will show the SLA success percentage of the ticket. The following describes some of the conditions that may occur when using this SLA.

Name
Description
Calculation

Main Condition

The first component of SLA percentage calculation will start when the ticket enters the user's inbox tab until the user responds to the incoming message on that ticket. When the SLA duration in the rule management is set at 600 seconds (For example, if the customer sends the first message to the user at 08.00 and the user replies at 08.09, the SLA for that message will be 'True' and it will be recorded as responded message with one value). The following components will be measured from the time the customer sends a message until the agent responds to the message (for example, if the customer sends a message at 08.10 and the user replies to the customer's message at 08.21, the message's SLA will be calculated as False and will be counted as a responded message with a value of 0).

Notes: When the customer sending 2 messages at once to the user, the SLA will be calculated from the first message time came in until the user replies to that message.

Responded message within SLA / Total responded message x100%

Other Condition 1

When the customer sends the last message. Then, the message will be ignored in the SLA calculation.

Other Condition 2

Valid for outbound email and Twitter DM. When the user sends an outbound email to the customer, and then the ticket is immediately closed, the SLA for that ticket will not be calculated or worth (-). However, when the user sends an outbound email to the customer and the customer replies to that email, the SLA will be calculated according to the main condition described above. For inbound tickets, when the user immediately closes the ticket without replying to the ticket, the SLA will also be worth (-).

SLA Service Hours

For example, Rule A uses SLA type static with the SLA metric Created to Responded within duration 3600s and has a service hour between 08.00 - 17.00. Then, tickets are entered into the Unassigned tab at 20.00 which will go to the Unassigned tab until service hours and agents are available to serve tickets. When this feature is not implemented yet, the ticket will be calculated as the "Over SLA" ticket. Why? Because Created to Responded will be counted as "Within SLA" when the agent replies to their customer's tickets from the ticket created within 3600 seconds. Because the ticket was entered at 20.00 and answered after 08.00, the ticket was "Created" at 20.00 and "Responded" at 08.00, which in duration will exceed 3600 seconds.

This calculation may cause inconsistencies in the report that necessitate actual SLA time based on the implemented service hours when agents respond to customer tickets. Therefore, using this feature will exclude times when tickets are waiting outside service hours. For example, the ticket was entered at 20.00 and the agent only responded at 08.10. Under these conditions, the ticket will be counted as "Within SLA" because the SLA time is calculated when service hours begin at 08.00.

SLA on Analytic Report

Several reports are available under the Live Agent Analytics 3Dolphins menu provides reports on SLA percentage calculations for each of your tickets, such as Channel Group SLA, Conversation History, etc. Your SLA percentage display will be determined based on your SLA Format, which may be modified on your analytics page using the 'analytics settings' button, or the filter based on the SLA type used in your rule management.

We've put together a detailed list of how the SLA percentage will appear based on the SLA format and SLA type used to help you understand this better.

SLA Type / SLA Format
SLA by Ticket
SLA by Conversation

Static

SLAs percentage will be 'Yes' when the SLA type and SLA metric are within the SLA duration specified in the user management rule. Otherwise, it will be 'No' if the SLA type and SLA metric exceed the SLA duration specified in the user management rule. Note: On the channel group SLA report, the SLA only displays with a percentage, so 'Yes will be displayed as '100%' and No as '0%'.

SLAs percentage displayed is either 100% or 0% which means Yes or No. When the SLA value on the ticket is Yes, the report displayed will be 100%.

Severity Based

SLAs percentage will be 'Yes' or '100%' when the SLA type and SLA metric are within the SLA duration specified in the user management rule. Otherwise, it will be 'No' or '0%' if the SLA type and SLA metric exceed the SLA duration specified in the user management rule. Note: On the channel group SLA report, the SLA only displays with a percentage, so 'Yes will be displayed as '100%' and No as '0%'.

SLAs percentage displayed is either 100% or 0% which means Yes or No. When the SLA value on the ticket is No, the report displayed will be 0%.

Agent Reply

If the SLA percentage within 50%-100% it will be Yes. But, on the other hand, >50% is worth No.

SLAs percentage will be calculated from each 'Responded message within SLA' divided by the total Agent's responded message. Responded message within SLA is when the Agent response incoming message from customer within the specified SLA duration.

We will demonstrate how to read the table described above. See the table with SLA Format SLA by Conversation and SLA Type Static.

If the SLA type in your rule management uses Static while the display you use in the SLA Format on your appraisal setting or filter is based on SLA by conversation, then the percentage of SLA displayed in your report is 0% or 100% which means Yes or No.

SLA service hours usually called SLA office hours are a feature developed for determining SLA when service hours are being implemented for each SLA type and SLA metric. When service hours are turned on, tickets after service hours will enter the Supervisor's unassigned tab until the agent's service hours are active. To use this feature, you must configure the service hours feature on the Rule Management page. Please refer to page to see how to configure them.

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