Add internal-facing metrics to your SLA policies and ensure your team is meeting its operational goals.
Add three new internal-facing metrics to your ticket and conversation SLA policies, whcih mirror standard SLA metrics.
Operational 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.More Snap-ins
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