Learn how to set up SLA levels and rules in LiveAgent to improve customer satisfaction by providing timely and relevant service and ensuring accountability to your customers. This tutorial covers creating SLA levels, setting up custom business hours, and creating rules with condition groups.
In this tutorial video, viewers can learn how to set up SLA levels and rules in LiveAgent. The example case set an SLA with a first answer within one hour and the next answer within 30 minutes for all new tickets marked with a tagged urgent. The three main topics discussed are how to create an SLA level, how to set up the SLA level for custom business hours, and how to create an SLA rule with a condition group that performs the action of changing the SLA level for tickets with a tag urgent.
hello everybody in this video tutorial I
will show you how to set up SLA levels
and SLA rules in life agent our example
case will assign an SLA with first
answer do one hour and next answer do 30
minutes to all new tickets that are
marked with a tagged urgent navigate to
and click on create level name it with
the unique name
set up the first answer do one hour and
next answer do 30 minutes
optional step set up this SLA level for
custom business hours click on save and
close in order to get this SLA level
applied you have to create an SLA rule
click on create rule in name it with a
add a condition group and set it up as
ticket tags contain tag urgent then
perform action change SLA level in pick
your SLA level
click on save and close if you have any
questions don't hesitate to get in touch
with us via email at support at la desk
comm or one eight eight eight six five
nine six five five zero toll-free
thanks for watching
Service Level Agreement (SLA) levels are a powerful feature designed to help businesses set response and resolution time goals for their customer support operations. SLA levels allow businesses to provide a higher level of service. SLAs work by creating tiers based on response or resolution time goals. These tiers can be customized to match the needs of your clients, and specific ticket handling rules and alerts can be set based on these tiers. With clearly defined SLA levels, businesses can prioritize their responses, ensure service quality, and provide accountability to their customers. By meeting their Service Level Agreements, businesses can improve customer satisfaction by showing a commitment to providing timely and relevant service. With clearly defined service expectations and ticket handling rules, agents can work more efficiently, provide consistent support, and focus their resources on high-priority tasks.
Take a look at what new features and improvements are available with the new 5.29 version of LiveAgent help desk software.
LiveAgent is a customer service software trusted by 21,000 businesses, offering various features for improved customer satisfaction. It provides automated ticketing, real-time interactions, and integrations with social media channels. The software allows direct customer contact through live chat and offers options for organizing knowledge bases. LiveAgent's tags enable businesses to categorize tickets for better ticket management, leading to faster solutions and higher productivity. It also emphasizes the importance of understanding the basics and highlights the benefits of help desk ticketing and streamlined communication.
Email templates and SLA levels are crucial for organizing ticket responses. Automation rules can notify agents of customer replies and escalate urgent tickets. Business hours and department-specific SLAs can be set up to streamline ticket management. Use tags and rules to automate ticket prioritization and notifications.
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