Learn how to set up and manage Service Level Agreements (SLAs) on DoubleTick. Define response times and ensure timely support to meet customer expectations.
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An SLA for chat management sets expectations for response and resolution times, ensuring timely and efficient support for customers through chat channels. It outlines standards for quality, availability, and escalation procedures to maintain high levels of customer satisfaction.
The SLA feature is exclusively accessible with the Enterprise Plan
Configure SLAs to establish and manage service level agreements, defining the expected response time for all customer chats, ensuring timely and efficient communicatio
Navigate to the settings menu and then select the "Configure SLA" option
Additionally, the response due time will also be visible directly on the chat interface for quick reference.
The timer will continuously update. If the SLA time is breached, the timer message will change from "Response Due" to "Response Delayed," indicating that the expected response time has not been met.
Once the SLA time is breached, the chat will automatically move to the "SLA Breached" filter, making it easier for agents to identify and prioritize chats requiring immediate attention.
Once you've configured the SLA, you'll notice a new section labeled "SLA breached" in your inbox. This section highlights any chats where the service level agreement has been exceeded, allowing you to quickly identify and address any delays in response times.
The "SLA Breached" section is further divided into filters 👇
All: Displays all chats that have breached the SLA, regardless of their current status
Awaiting Reply: Shows chats where a response is expected or pending
Unread: Includes chats that haven't been read yet
Read: Consists of chats that have been opened and read or "Marked Read" by an agent
Open: Displays chats that are presently active, with the chat window remaining open within a 24-hour period
Expired: Displays chats that have surpassed the 24-hour timeframe, indicating that the chat window has been closed
Note: In all these filters, the chats displayed have breached the SLA, meaning the expected response time has elapsed without a response from the support team.
Enter the response time in hours and minutes, then click on the "Save" button to finalize your SLA configuration
As soon as you receive a response from the customer, the SLA timing will appear on the chat feed. A Red timer will be displayed to indicate the response due time on hover, allowing you to track and manage response deadlines efficiently.
