Providing help based on service levels ensures that you’re delivering quantified and reckonable service. It also provides a more clarified view when issues appear.
ExampleIf an SLA Level with the First answer due within 4 hours is created in LiveAgent for your Pre-Sale Department, then the Tickets which are applied to this SLA Level must be answered within 4 hours, during specified Business hours , otherwise they will be marked as Overdue.
SLA Levels define SLA response times for answers of various types. Business hours can be applied for your SLA Levels with an option to exclude holidays.
SLA Rules and SLA Levels bring a dynamic and efficient system by which you can ensure you and your Agents (support representatives) provide answers to new Tickets in time.
SLA Rules can set SLA Levels to New Tickets (with specific conditions) or stop other rules.
SLA Rules can also be combined with Rules to escalate a Ticket which is not New.
NoteRules come handy if you want to change SLA Levels for existing tickets.
In LiveAgent you can set up various SLA policies for multiple Departments.
LiveAgent offers a report of fulfilled and missed SLAs from a specific time range and Department. Individual entries can be sorted by Department, Agent and Date. You can export the report to a CSV file.
Use LiveAgent REST API to call values from SLA Compliance report.
LiveAgent offers a log of fulfilled and missed SLAs from a specific time range and Department. Individual entries can be sorted by Requester, Ticket ID, SLA Start time, Department, Agent, Due date, Closed and SLA remaining/overdue time. SLA Log can be exported to a CSV file.
Use LiveAgent REST API to call values from SLA Log report.