🕖Setup SLA Targets

SLA (Service Level Agreement) Overview

What is SLA?

SLA stands for Service Level Agreement. It’s a way to measure how quickly your team is responding to and resolving customer issues. Tracking SLA performance helps ensure that your customers are getting timely and efficient support.

How We Calculate SLA?

We make it easy to understand your SLA performance using a simple formula:

(Cases Handled Within SLA / Total Cases) x 100

• Cases Handled Within SLA: The number of customer cases your team solved within the target time.

• Total Cases: The total number of customer cases during a specific period.

Your SLA performance is shown as a percentage, so you can quickly see how well your team is meeting response and resolution goals.

Key SLA Metrics

• SLA Met Percentage: Shows the percentage of cases that were resolved within the target time.

• SLA Breached Cases: Displays the number of cases that took longer than the target time.

SLA Status in CX Log Table (Case Log)

In your CX Log Table (Case Log), each case is marked with an SLA status:

• SLA Meet: The case was resolved within the target time.

• SLA Unmeet: The case took longer than the target time to resolve.

This allows you to quickly see which cases met their SLA targets and which did not.

Where to See Your SLA Data

You can check your SLA performance anytime in the Analytics Dashboard:

1. Open your klink.cloud dashboard.

2. Go to Analytics.

3. Find the SLA Performance section.

4. You’ll see your SLA Percentage

5. You can also review individual case statuses in the CX Log Table to see which cases met or missed their SLA targets.

Setting Up SLA Targets

Admins can customize SLA targets based on your team’s needs. You can set different time goals depending on:

• First Response Time: How quickly your team replies to a customer’s first message.

• Resolution Time: How fast your team fully resolves a customer’s issue.

• Business Hours: You can set SLA targets to apply only during your business operating hours.

Advanced SLA Settings

You can create different SLA targets for specific customer groups or case types. For example:

• VIP customers can have faster response and resolution targets.

• High-priority cases can be handled with shorter time goals.

To customize SLA targets:

1. Go to Settings > SLA Management.

2. Adjust the time limits based on First Response Time, Resolution Time, or Business Hours.

3. Set special targets for VIP customers, urgent cases, or any other condition that suits your business.

4. Click Save, and your SLA performance will reflect these custom settings.

Why Tracking SLA Matters

• Better Customer Satisfaction: Quick responses keep customers happy.

• Identify Bottlenecks: See where your team is struggling and improve processes.

• Optimize Performance: Make data-backed decisions to improve your team’s efficiency.