Reset your SLAs (Beta Access)
Last Update: Sep 2024 • Est. Read Time: 2 MINSometimes, a customer can contact your support team again days or weeks after their initial request, which might cause an issue with your established SLAs.
For example, let's say an agent is done with a support issue and marks the conversation as done without responding to a final "thank you" message from the customer that they were supporting. Three days later, that same customer replies to the same thread, which automatically reopens that conversation. Since the agent never replied to the last message, your SLA for Longest Unresponded to Message will be breached since a reply was never sent and the message is technically still unanswered.
In this type of scenario, you want the new incoming message to be considered the first message in the conversation in order to avoid having a breach, since it wouldn't accurately represent the agent's response time to the issue.
You have the option of enabling a reset feature that will help avoid scenarios such as the one described above. With this setting, any time a conversation is re-opened, the SLA timer is reset and all metrics will be accurately measured against the first inbound message received since the conversation was re-opened.
Note: Resetting your SLAs will clear previous metric data, and any satisfied or breached events that are old or have been cleared will not be visible in reports. You can view cleared events in the conversation view and the Audit Log.
To turn on the ability to reset your SLAs:
- Go to Settings
> Workspace > Service Level Agreements. - Select the Advanced tab.
- Turn on the Reset SLAs toggle.
Now, when a conversation that was previously marked done is reopened, the timer for any SLA metrics that you have turned on will restart.