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⏱️ SLA (Service Level Agreement)

Define, monitor and comply with service level commitments to your customers.

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📋 What is SLA?

SLA (Service Level Agreement) is the commitment to respond/resolve within a specific time: Examples: 
VIP Customers:
├─ First response: Up to 5 minutes
└─ Resolution: Up to 2 hours

Regular Customers:
├─ First response: Up to 30 minutes
└─ Resolution: Up to 24 hours

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✨ Why Use SLA?

Commitment

Official promise to customer

Prioritization

What to do first

Metrics

Track compliance

Quality

Maintain high standard

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🆕 Configure SLA

  1. “Settings” → “SLA”
  2. “New SLA Policy”
  3. Configure:
Policy name: VIP Customers Conditions (who applies to): 
├─ Contact has label: #vip OR
├─ Contact.plan: Enterprise OR
└─ Conversation.priority: Urgent
Time Commitments: 
⏰ First Response Time (FRT):
   └─ 5 minutes

⏰ Next Response Time (NRT):
   └─ 15 minutes

⏰ Resolution Time (RT):
   └─ 2 hours
Business Hours: 
🕐 Monday - Friday: 9am - 6pm
📅 Weekends: Closed
🎉 Holidays: Respects calendar
  1. Save

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📊 SLA Types

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FRT - First Response Time

Time until agent’s first response: 
10:00 - Customer sends message
10:04 - Agent responds → FRT: 4 minutes ✅

SLA: 5 minutes
Status: COMPLIANT

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NRT - Next Response Time

Time between each subsequent response: 
10:00 - Customer asks question
10:05 - Agent responds (FRT: 5min ✅)

10:10 - Customer asks more
10:20 - Agent responds (NRT: 10min ✅)

10:25 - Customer asks more
10:50 - Agent responds (NRT: 25min ⚠️ VIOLATION)

SLA NRT: 15 minutes

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RT - Resolution Time

Time until conversation is resolved: 
10:00 - Conversation created
11:45 - Problem solved, conversation resolved
RT: 1h 45min ✅

SLA: 2 hours
Status: COMPLIANT

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🚨 Violations and Alerts

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Visual Alerts

SLA close to expiring changes color: 
🟢 Green: Still far (>50% time left)
🟡 Yellow: Warning (20-50% time left)
🔴 Red: Critical (<20% time left)
⚫ Black: VIOLATED (time expired)

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Automatic Notifications

Configure alerts: 50% of time: 
Send email to: [email protected]
Message: "SLA at 50% - prioritize!"
90% of time: 
Send email to: [email protected]  
Slack: #urgent channel
Message: "🚨 SLA CRITICAL - immediate attention!"
Violation: 
Notify: [email protected]
Create task: Review why violated
Log: Audit for analysis

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📈 SLA Reports

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Individual Metrics

Agent: John Silva (Last 30 days)

FRT Compliance: 92% (23/25 conversations)
├─ Average FRT: 3.5 minutes
└─ Violations: 2

NRT Compliance: 88% (44/50 responses)
├─ Average NRT: 12 minutes
└─ Violations: 6

RT Compliance: 85% (17/20 resolved)
├─ Average RT: 1h 30min
└─ Violations: 3

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Team Metrics

Support Team (Last 30 days)

Overall Compliance: 90%
├─ FRT: 95%
├─ NRT: 88%
└─ RT: 87%

Total Violations: 45
├─ Peak times: 5pm-6pm
└─ Weekdays: Friday (more violations)

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💡 Best Practices

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Realistic Definition

✅ Achievable: Don’t promise 1 minute if impossible
✅ Test first: Pilot for 1 month before official
✅ Consider peak times: Adjust SLA for high volume

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Prioritization

✅ Work on red first: About to violate → priority
✅ Dedicated queue: SLA urgents in separate view
✅ Extra resources: More agents at peak times

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Continuous Improvement

✅ Weekly review: What caused violations?
✅ Identify patterns: Specific problems → more violations
✅ Optimize processes: Reduce bottlenecks

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🚀 Next Steps

Reports

Analyze SLA in detail

Automations

Automate based on SLA