The Service Level Agreement (SLA) is a formal commitment between your business and your customers that defines the support standards your team should meet. In Akece, you can configure SLAs to track key performance indicators and ensure fast, consistent, and efficient support.
Available SLA metrics
You can configure and monitor the following indicators:
FRT (First Response Time)
Time between the creation of the conversation and the first response from an agent. This metric reflects the speed of the initial contact with the customer.
NRT (Next Response Time)
Time between a new message from the customer and the next agent reply. This helps assess continuity and responsiveness during the conversation.
RT (Resolution Time)
Total time required to resolve the conversation, from start to finish. This metric reflects the overall efficiency of your support process.
How to create an SLA
Only administrators can create or delete SLAs. To create a new SLA:
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Go to Settings → SLAs
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Click on Create SLA
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Enter a name for the SLA and select at least one metric (FRT, NRT, or RT)
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Define the time limits you want to track
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Click Save to finalize
⚠️ Note: Once created, an SLA cannot be edited.
How to apply an SLA automatically
You can use automation rules to apply SLAs based on specific conversation events or conditions.
Example rule:
Apply the "Enterprise P0" SLA when a conversation is started from a specific email domain and the priority is set to Urgent.
Once the conversation meets the conditions, the SLA will be applied automatically. After an SLA is applied, it cannot be removed from the conversation.
SLA indicators in the inbox
Conversations with an active SLA are marked in the inbox with a visual indicator. If a conversation is approaching its SLA deadline, it will be highlighted — helping your team take timely action.
If you need help setting up SLAs in your account, feel free to reach out:
📩 [email protected] | 📱 @akece.ai