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.
Log 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.

Learn from agent availability reports
Generate agent availability reports to get an overview of how long and when your agents were online. Try it today. No credit card required.
LiveAgent offers customer service software such as VoIP phone systems, self-service software, inbound call center software, complaint management system, client portal software, email management software, and help desk software for startups. They provide a demo, pricing, features, integration, and alternative options. Sales contacts and socials are available. Quality Unit, LLC holds the copyright of LiveAgent and their website uses cookies.