# 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.

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#### 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.

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#### 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.