Operational SLA Metrics

Create internal-facing SLA metrics and ensure your team is meeting its operational goals.

Add three new internal-facing metrics to your ticket and conversation SLA policies, which mirror standard SLA metrics.

This snap-in adds three new metrics to conversation and ticket SLA policies for internal use. These metrics mirror the traditional SLA metrics, but their purpose is operational: they should not represent a legally-binding commitment. The operational SLA metrics are useful for tracking team performance based on internal thresholds, which can be set up differently from the standard customer-facing SLA metrics to reflect operational goals.

Features

Operational First Response is equivalent to First Response.
Operational Next Response is equivalent to Next Response.
Operational Resolution Time is equivalent to Resolution Time.

Installation

For installation instructions, refer to the Operational SLA Metrics documentation.