Service Level Agreements (SLAs)

A service level agreement (SLA) is a set of internal conversation metrics to ensure your team provides consistent support to your customers. After you've created an SLA policy, your metrics will be shown in conversations for your agents to consider as they prioritize their conversation tasks.

Managers and administrators can manage conversations SLA at a higher level while using searches, workflows, reporting, and SLA notifications. This article will discuss a variety of methods available in Kustomer to search, report on, and manage breaching SLAs.

In this article

• Use SLA alerts
• Create a search for breaching conversations
• Update breached conversations with workflows
• Capture breached conversations in reporting

Use SLA alerts

Once you have created customized SLA alerts for an SLA policy, you will receive in-app notifications to selected users and/or teams of conversations at risk of breaching their SLA metrics. Clicking on the notifications takes you to a search of at-risk conversations so you can re-prioritize team workload. Learn more in SLA alerts.

Create a search for breaching conversations

You can also create searches for conversations breaching their SLAs. Use the Next Breach At search filter to view conversations that are breaching within a specific period of time. In the below example, the search finds snoozed conversations that will breach within the next 24 hours.

You can also use the SLA is Breached filter to view conversations that have breached a policy for a specific period of time. Here's an example of breached conversations that were created at least 1 day ago.

Update breached conversations with workflows

You can use the Kustomer > SLA Breached trigger in workflows to carry out automations once a conversation has breached an SLA policy. In the following example, this workflow routes conversations to a higher priority queue when the SLA has breached.

Capture breached conversations in reporting

The Standard SLA Report provides important data on conversations matching your SLA policies. In addition to the total count of conversations that match your SLA policies, you can see the percentage of conversations that have satisfied your metrics, a breakdown of conversation statuses across all available metrics, as well as your breached, satisfied or pending SLA conversations.

In custom reporting, you can use any of the following date attributes under the Conversation object to create SLA-based custom reports:

• SLA Matched At
• First Breach At
• Next Breach At
• Satisfied At
• First Response SLA Breach At
• First Response SLA Satisfied At
• Longest Unresponded Message SLA Breach At
• Longest Unresponded Message SLA Satisfied At
• Total Convo Open Time SLA Breach At
• Total Convo Open Time SLA Satisfied At
• Total Customer Wait Time SLA Breach At
• Total Customer Wait Time SLA Satisfied At

Here's an example of a custom report that shows conversations that have breached their Open Time SLA metric and segmented per queue.