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New SLA settings
We've enhanced service level tracking. You can now select smaller values for response and closing SLAs, as well as set separate settings for initial and subsequent agent responses.
Most support agents, although they try to respond to customers quickly, are not lightning-fast. That's why for many companies the old SLAs (15 minutes to respond and an hour to close) were enough.
However, providing support through real-time communication channels makes a difference in customer expectations. In some cases, 15 minutes can seem like an eternity, and companies try to respond as quickly as possible. That's why there are now new options for SLA.
1. Smaller values for First Response and Closing SLAs
The minimum first response time is now 2 minutes, and the minimum time for closing is 5 minutes.
2. Separate SLA settings for the first and subsequent responses
Previously, it was only the common SLA configured for any agent response (both first and subsequent). However, the first reaction should often be quicker than the rest of the agents' responses so that your customers understand that their cases are received and already being handled. Once they have the first response, customers are prepared to wait for a comprehensive solution to their issue a little longer.
You can now set separate reaction times for the first and subsequent responses, as well as separate settings for non-compliance.
You can now set separate reaction times for the first and subsequent responses, as well as separate settings for non-compliance.
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