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SLA Calculation - STILINGUE Smart Care

  • Updated

Index:

  1. How is response time calculated? 

  2. How is the average time of a conversation with more than one response measured?

  3. SLA outside business hours 

Understand how response time is accounted for in STILINGUE Conversations and how it affects SLA

Known as the "service level agreement," SLA covers some details about service provision between the company and the customer. Within the tool, SLA is measured only in "time." 

 

How is response time calculated? 

The response time will be measured from the moment the conversation is collected with the Pending status until it reaches the Responded, Closed, or On Hold status. 

 

How is the average time of a conversation with more than one response measured?

The average service time will be a simple average with the sum of all performed services.

Follow the example:

  • A new interaction in a conversation was collected at 09:00 and had its status changed from Pending to Responded at 09:20.
  • At 09:30, this conversation received a new interaction, with its status changed back to Pending.
  • At 09:35, this interaction was responded to, and the status changed from Pending to Responded.

 

Time when the same conversation received a new message The message was responded to  Total average service time
09:30 09:35 12 minutes
Note: the message that previously had the Responded status now has the Pending status.  

In 25 minutes, the conversation had 2 progressions. Therefore: 25/2 = 12.5.


Note: initially, the conversation moved from Pending to Responded (09:00 - 09:20), totaling 20 minutes. In the second instance, it returned to Pending and then to Responded (09:30 - 09:35)

 

SLA outside business hours 

Imagine that a user interacted on your company's proprietary pages, but you are no longer available for assistance or about to leave. 

Let's assume that the service is counted from 09:00 to 18:00, with an agreed response time of 1 hour. In other words, the respondent needs to send a message to the client within 1 hour. 

17:58 - User sent a new message;

09:15 - The respondent sent a message to the user.

The service time will be counted from 17:58 until 18:00, and after that, from 09:00 onwards. This means that the response time (for the message sent at 09:15) was 17 minutes. 

Note 1:  The SLA is calculated on the day of the status change, not on the date of comment publication. For example, if a December 2020 comment is responded to today, the SLA will be calculated for today, not the date the comment was made. Therefore, in the report, we would have the SLA calculated from the comment date.

Note 2: To ensure SLA calculation, it is necessary to create a Calendar to edit the Settings area within STILINGUE Smart Care. Without creating a calendar, other options within this area cannot be executed. 

 

For more information, visit the discussion on the subject at our community or videos on our channel. 😃

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