SLA - Ticket & Annotations Report

Index:

1. Agreed SLA x Delivered
2. Delivered SLA x Agreed
3. First Response SLA

Access important data within the Ticket Report & Annotations that assist in the team's performance analysis.

Within STILINGUE Smart Care, interactions collected by the system generate a comprehensive report with essential data for tracking your team's performance.

To access this area, click here to read the guide.

Follow the graph

Agreed SLA x Delivered

When configuring the SLA within the tool, you ensure the tracking of user demands on proprietary pages within the stipulated time frame, which varies for each company and segment. This process characterizes the agreed SLA, different from what was actually delivered by the team.

The yellow line at the bottom of the graph indicates the time delivered by the support team, in relation to the blue line, which indicates the agreed-upon time. If the delivered time (yellow line) is consistently below the agreed-upon time (blue line), it means that during the filter period, the support was provided within the ideal time, without exceeding the limit. If the delivered time approaches or exceeds the blue line, the support took longer to be completed. It is important to note that the individual performance of respondents can be selected at the top of the report. Simply enter one respondent's name at a time for analysis.

This graph also offers options to display time in hours, minutes, or seconds. Choose the most favorable option for visualization:

Note: If the user selects two or more routings in the same filter, the Agreed SLA will be the one established in the General Settings of Conversations, and the Delivered SLA will be the overall one.

Delivered SLA x Agreed

Note: the chart above, Delivered SLA x Agreed, displays the SLA of conversations that were responded within the filtered period.

On the other hand, the Agreed SLA x Delivered chart displays the SLA of conversations based on the date of interaction publication, regardless of the date the interaction was responded to.

SLA is an acronym that stands for Service Level Agreement (SLA), already translated into Portuguese. This agreement will specify the time and quality of the performance of a team. The action encompasses everything from the first received interaction to the completion of the ticket. 

Within Settings, accessed through the STILINGUE Conversations sidebar, you will find " Response Agreed Time". Here you can set your company's SLA.

Important! To set the "Response Agreed Time," it is necessary to have a configured Calendar.

The SLA chart will account for the agreed response time (defined in Settings) and the time spent to complete a ticket (average handling time). 

If you have set your SLA to 20 hours, that is the time you have to complete conversations in STILINGUE Conversations. If the value is exceeded, this will be identified in the chart. The percentage shows how much time was needed to respond to interactions in relation to what was configured previously. To have interactions completed on this chart, the status of the interactions must be changed to Responded or Closed.

First Response SLA

The chart allows measuring the efficiency of the operation in relation to the time (presented in minutes) it takes for the attendant to send the first message to the user. By "first response", it is understood as the moment when the initial status (pending) is changed to open or any other.

The conversations counted in this chart are those initiated during the filter period. Furthermore, only the "original conversation ," that is, the one that originates the others, will be considered for analysis.

Additionally, it is possible to view social networks separately and check the SLA by hovering over the bar. This value represents how much time the respondents (all or those selected) took to initiate the service, in relation to the SLA proposed earlier.

The columns can be presented as follows:

• Social network: displays the average of conversations on a specific channel , according to the filter parameters and the social networks available on the platform;
• Average of channels: takes into account the total number of conversations responded to in all channels to calculate the average. Therefore, it is important to understand that the average of channels is not obtained by summing the averages of each network but by the process described above.

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