K
Ken Hoa Khoo
Some organizations need to set an internal SLA for response time (e.g. 5 mins) in conversations to maintain high levels of customer satisfaction. To ensure compliance with this SLA, they require tools that can address response time breaches in two scenarios:
  • When the SLA is breached after assignment (first response time)
  • When the SLA is breached while the conversation is open (response time)
The desired solution includes:
  • Real-time monitoring: Monitor SLA breaches in real-time and track which contacts and agents are causing the breaches (potentially via a dashboard).
  • Automatically notify the supervisor: Notify supervisors automatically upon breach so that they can take appropriate action manually.
  • Automatically reassign the contact: Reassign contacts that exceed the SLA to other agents to prioritize
  • Automatically notify the assignee: Notify assignees upon breach so that they are aware and can prioritize the contact.
  • Retroactively review the SLA breaches: Have an easier way to review retroactively (on a daily/weekly/monthly basis) how often the SLA was breached, for which contacts, by which agent