Average First Response SLA - STILINGUE Smart Care

Save time by viewing the Average First Response SLA graph on the report interface in a simple way.

Known as "Service Level Agreement," SLA covers some details about service provision between the company and the customer. Within STILINGUE, SLA is measured only in "time."

Now you can view the Average First Response SLA graph on the report interface. The average calculation takes into account the total number of conversations initiated within the filtered period. The graph also allows you to measure the operational efficiency in terms of the time it takes for the agent to send the first message to the user. The term "first response" refers to the moment when the initial status (pending) is changed to open or any other status.

The conversations counted in this graph are those initiated within the filter period. Additionally, only the "original conversation," meaning the one that generates others, will be considered for analysis.

The comparison to the previous period is calculated according to the time period selected in the filter. It always compares to the same previous period. For example, if the last 7 days were selected and the time range was from 24/06 to 30/06, the previous period will be the 7 days before that interval, which would be from 17/06 to 24/06.

The displayed value is the greater magnitude of the Average First Response SLA. When hovering over the value, the total value is shown, both for the current and previous periods. The calculation of the percentage variation is based on the total time. To perform the calculation, the total average first response SLA time is converted into milliseconds and then the percentage variation calculation is applied.

For example:

In the GIF above, we have the Average First Response SLA for the current period, with a value of 2 days 19 hours 41 minutes and 56 seconds.

Converting to milliseconds, we have: 243,716,500 ms

The value of the Average First Response SLA in the previous period is 10 days 8 hours 38 minutes and 45 seconds.

Converting to milliseconds, we have: 895,125,000 ms

Applying the percentage variation calculation:

(Current period total time - Previous period total time) / (Previous period total time * 100)

Percentage variation = {(243,716,500 - 895,125,000) / (895,125,000)} * 100

Percentage variation = -77.22%

The negative value indicates that the average first response SLA time decreased by 77.22% compared to the previous period.

Note: Only users with Master or Administrator permissions will have access to the graph.

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