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How do I set and measure SLA / response time goals?
Our SLA module makes SLA (response time goal) tracking simple and easy.
How to use the SLA module
Simply click on your “SLA” nav button and you’ll see a list of all your users, along with their performance against your set SLA goals. By default, we set your SLA goal to 2 hours.
Definitions
- Email address: The email address of your user
- Responses: The number of responses sent by that user within the specified date range
- Received Emails: The number of emails that user received
- Response Time (WH): The average response time (within work hours) of all responses sent
- First Response Time (WH): The average time it takes the user to send the FIRST reply within a thread.
- SLA Breach: The number and percentage of responses that breached the SLA goals.
Exports
- You can click into any metric and we’ll show a drill-down of data included in that metric. You can then export it to CSV by clicking the export button.
- You can also export the entire table by clicking the triple-dot icon in the upper right of the table, then clicking “Export.”