What is an SLA and how can I use it to my advantage?

On the SLA Dashboard, you can set specific SLAs (Service Level Agreements) to track compliance with deadlines, helping to optimize your processes.

What is a chat's SLA?

An SLA defines the maximum time allowed for chat responses. It’s measured by how long an agent takes to respond. For example, if the SLA is 5 minutes, this means agents have a maximum of 5 minutes to reply to travelers.

Why set different SLAs?

The SLA Dashboard lets you define different SLAs for various chat scenarios, such as:

• Open chats awaiting the first response
• Open chats awaiting the next response
• Open chats with a request for human intervention

You can set different SLAs (from 1 to 60 minutes) for each scenario depending on your business needs.

How to set an SLA

To define the SLA time, enter it in the relevant field for the scenario you’re monitoring. Adjust the minutes using the (+) or (-) buttons, or type in the specific value, and the table will update accordingly.

How the SLA relates to the chat table

The table’s "SLA" column shows whether each chat is within or outside the SLA. Chats outside the SLA are highlighted in red, indicating the agent has taken longer than the registered SLA to respond. Once a chat is answered, the "Waiting for Traveler" tag is added, indicating the agent has replied and is awaiting the traveler's next message.

How to use SLA information to your advantage

You can sort the table by clicking the column headers. For example, sort the "SLA" column to see which chats have exceeded their SLA times, allowing you to intervene and redistribute tasks if needed. You can also sort by wait time to prioritize chats that have been waiting the longest for a response.

How does the SLA work when the AI agent is responding?

SLAs are based on human agent responses. If the AI agent is handling a chat but it’s assigned to a human agent, the SLA is calculated from the time the chat was created or the last human interaction, whichever occurs. If no human message exists, the chat's creation time is used.