Overview

Set performance standards for your agents by creating Service Level Agreement (SLA) policies. The SLA module allows you to define response and resolution time targets and apply them to tickets based on your own criteria, available for installation in CommBox’s Agent Workspace.

SLA time defines the time of the Primary and secondary responses, it will indicate the service level and availability of the representatives

How to set up the SLA module

1. Within CommBox’s Agent Workspace, click on the Settings icon on the lower-left-hand corner of the screen.
2. A new page will appear. Under Settings & Features, look for the SLA icon (as seen in the upper-right hand corner of the first page of this instruction manual).
3. Choose the various settings as desired (look to pages 2-3 of this manual for a detailed explanation for each SLA setting option)
4. Once finished, click Save.

SLA Time type definitions

Primary SLA time (minutes) - elapsed time permitted until representative’s first response (for WhatsApp up to 60 minutes, Email up to 24 hours, SMS up to 2 hours).

Synchronized SLA time (minutes) - elapsed time after the first response (3 minutes), also the primary definition of a synchronized channel

Secondary SLA time (minutes) - elapsed time from the customer’s reply to the first response until the representative’s second response (less than permitted until the first response; for WhatsApp, up to 60 minutes, Email up to 24 hours, SMS up to 2 hours)

Secondary synchronized SLA time (minutes) - second response (5 minutes, more than permitted for the first response) secondary setting for secondary synchronized channel

Percentage of conversations defined as critical based on the primary SLA time settings - Amount before the conservations exceed the set SLA response times (in minutes), a red indicator will be added to the conversation.

For example: Let’s say the primary SLA time limit is 5 minutes. For a conversation that exceeds the SLA by more than 20%, the color of the text displayed in the agent table for the relevant agent will turn red.

A customer initiated a conversation at 8:00. Once the clock passes 8:04, a red color indicator will appear, because there is still 20% (1 minute) left of the SLA time to respond to the conversation within the initial (primary) SLA response time.

Primary SLA warning color level of percentage limit -

The percentage limit before the conversation exceeds the set response time threshold (in minutes), after which an orange indicator will be added to the conversation.

Primary SLA critical color level percentage limit -

The percentage limit before the conversation exceeds the set response time threshold (in minutes), after which a red indicator will be added to the conversation.

Secondary SLA warning color percentage limit -

The percentage limit before the conversation exceeds the set response times threshold (in minutes), after which an orange indicator will be added to the conversation.

Examples:

For example, the Primary time begins to run before the conversation receives an initial response.

After that point in time, a red triangle-shaped indicator will appear on the conversation. 

After a representative's delayed response (as defined by the SLA), the SLA indicator will be colored for the representatives.

Additionally, the delay will be visible to system administrators in CommBox’s Agent Workspace Dashboard → Agents Table, where next to the conversation assigned to the representative, there will be an hourglass icon indicator with an exclamation point next to the conversation:

Additionally, in the Insights tabs, you can see a variety of data anomalies among the different channels, conversations, users, and more.

Primary SLA time vs. secondary SLA time

The primary SLA time is the time counted from the opening message sent by the customer until the initial response to it, while the secondary SLA time is the time measured from the customer’s reply to the first response until the representative’s second response.

For example - at the beginning of the conversation, the customer typed, 'Hi', and the representative answered 'How can I Help?' (initial answer).

Then the customer wrote 'I am interested in X', and the representative answered 'I forward the request for treatment' (second answer)

If an automatic bot is enabled, the time begins being counted from the moment of handover from the bot to the representative.