Providing help based on service levels ensures that you’re delivering quantified and reckonable service. It also provides a more clarified view when issues appear.
If an SLA Level with the First answer due within 4 hours is created in LiveAgent for your Pre-Sale Department, then the Tickets which are applied to this SLA Level must be answered within 4 hours, during specified Business hours, otherwise, they will be marked as an Overdue.
SLA Levels define SLA response times for answers of various types. Business hours can be applied to your SLA Levels with an option to exclude holidays.
SLA Rules and SLA Levels bring a dynamic and efficient system by which you can ensure you and your Agents (support representatives) provide answers to new Tickets in time.
SLA Rules can set SLA Levels to New Tickets (with specific conditions) or stop other rules.
SLA Rules can also be combined with Rules to escalate a Ticket which is not New.
Rules come in handy if you want to change SLA Levels for existing tickets.
In LiveAgent you can set up various SLA policies for multiple Departments.
LiveAgent offers a report of fulfilled and missed SLAs from a specific time range and Department. Individual entries can be sorted by Department, Agent, and Date. You can export the report to a CSV file.
Use LiveAgent REST API to call values from SLA Compliance report.
LiveAgent offers a log of fulfilled and missed SLAs from a specific time range and Department. Individual entries can be sorted by Requester, Ticket ID, SLA Start time, Department, Agent, Due date, Closed, and SLA remaining/overdue time. SLA Log can be exported to a CSV file.
Use LiveAgent REST API to call values from SLA Log report.
Generate SLA log reports for free
Create SLA log reports to get an overview of how many SLAs have been met in a specific period of time. Try it today. No credit card required.Start free 14-day trial
Be the first to receive exclusive offers and the latest news on our products and services directly in your inbox.
We appreciate your recent sign up for a LiveAgent.
A message will be sent to your email address containing login details, right after your account is installed.
If you wait for a while, after installation is complete you will be able to access your account directly from here.
After the process is over, we will send the login details to your mailbox.
We’re available on multiple dates