Channel Group SLA
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’. |
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