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Support Level Agreement is an easy way to track down the time it takes for your agents to solve support requests/queries. These are contracts or agreements between a support agent and customers to track the time to solve support requests. It allows one to use the timer depending upon the status of the ticket raised.
SLA reporting enables you to view your agent's performance, time taken for an issue to be resolved, how well you are meeting your SLA policies; etc These reports help you analyze areas for improvement and top performers. Slice and dice the data in as many ways as you want. Draw meaningful insights and streamline support process and boost efficiency.
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Key Performance Indicators
Service Level Agreements helps you to set key performance indicators (KPIs) for your agents and track their performance against those KPIs. Your support agents see them as a timeline which indicates remaining time to solve a support request. if a service agent is waiting for confirmation from the customer, the status reason will be set to “Awaiting for confirmation” and pauses automatically.