Some businesses prefer or are obliged to have a certain Service Level Agreement in place. The SLA sets a definite timeframe in which tickets have to be answered or chats and calls have to be picked up. If they are not answered or picked up within the specified timeframe, SLA Violation occurs.
Normally, if too many SLA Violation occur, a company should reconsider their SLA setups and preferences or should empower their workforce with more agents or with better helpdesk tools.
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