A SLA (Service-Level-Agreement) is an arrangement to meet targets for replying to the Tickets by your Agents (support representatives), for providing help to your customers.
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.
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.
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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.
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