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