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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.