What is SLA violation?
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.
Frequently asked questions
What is SLA violation?
The SLA specifies the time frame within which tickets, chats and calls must be received. If the clients do not receive a response or the call is not answered within the specified time, an SLA violation occurs.
How to avoid SLA violations?
In order to avoid SLA violations, the company should first of all be honest with its client and not hide bad news. In addition, the internal configuration of the system should be checked for reminders and escalation procedures. It's also worth reviewing how the processes work.
Can you monitor SLA violations in LiveAgent?
In LiveAgent, you can monitor SLA violations. Administrators have access to this, so they are able to ensure that agents resolve matters on time.
SLA violations can harm customer trust and loyalty. Ensure SLA setups and preferences are appropriate and empower your workforce with better tools and more agents if necessary.
The article discusses the importance of SLAs (Service-Level-Agreements) in providing quantified and efficient customer service. It explains SLA levels and rules, and offers LiveAgent's SLA compliance and log reports, which can also be used with API. The article also includes related resources and offers a free trial to generate SLA log reports. The end of the article offers information on LiveAgent's features, integrations and pricing, and customer service solutions such as VoIP phone systems and email management software.
SLA stands for Service Level Agreement, which is an agreement between companies and their business customers that defines the level of service expected from a provider. SLA policies help companies monitor their service level performance and meet their service level goals. SLAs typically define the time in which a ticket has to be replied to or completely resolved, and SLA violations occur when companies do not comply with the agreed policies. Many businesses use SLA policies to both receive and deliver the best level of support. In LiveAgent, SLAs work as a combination of SLA levels and rules, and they can be set up in the Automation section of the Configuration menu.
Service level agreements (SLAs) can improve the efficiency of your help desk by specifying targets your agents have to meet.
Videos - How To Setup Sla In Liveagent