SLA applied Conversations

Number of conversations where SLA is applied.

SLA compliance rate

Percentage of conversations where SLA was met out of all conversations where SLA is applied.

Active Conversations with SLA breaches

Number of Active Conversations that breached an SLA.

Conversations with SLA warning

Number of Active Conversations that are about to breach an SLA.

SLA hit vs miss

Percentage of conversations where SLA was met, missed, or still in progress out of all conversations where SLA is applied.

SLA breaches with Customer tier

Number of Conversations where SLA was breached distributed over customer type.

SLA breaches per customer

Number of Conversations with SLA breaches for each customer.

SLA breaches w.r.t. Channel

Number of conversations where SLA was breached for each source channel.

Avg CSAT w.r.t. SLA status

Average CSAT rating of conversations w.r.t. their SLA status.

Unassigned Conversations with SLA breaches per customer

Number of Unassigned Tickets with SLA breaches for each customer.