Conversation-SLA Analytics

• SLA applied Conversations

  Number of conversations where SLA is applied.

• SLA compliance rate

  Percentage of conversations where SLA was met out of all conversations where SLA is applied.

• Active Conversations with SLA breaches

  Number of Active Conversations that breached an SLA.

• Conversations with SLA warning

  Number of Active Conversations that are about to breach an SLA.

• SLA hit vs miss

  Percentage of conversations where SLA was met, missed, or still in progress out of all conversations where SLA is applied.

• SLA breaches with Customer tier

  Number of Conversations where SLA was breached distributed over customer type.

• SLA breaches per customer

  Number of Conversations with SLA breaches for each customer.

• SLA breaches w.r.t. Channel

  Number of conversations where SLA was breached for each source channel.

• Avg CSAT w.r.t. SLA status

  Average CSAT rating of conversations w.r.t. their SLA status.

• Unassigned Conversations with SLA breaches per customer

  Number of Unassigned Tickets with SLA breaches for each customer.