Service Level Agreements (SLAs) define the support standards your company commits to delivering — such as first response time, resolution time, or time between messages. These agreements help ensure efficiency and reliability in your customer service.
In Akece, you can monitor your SLAs directly through reports. The SLA report includes filters by date, agent, team, SLA policy, label, and inbox, allowing for specific analysis, such as:
“Performance of the Customer Success team’s SLA policy for conversations labeled ‘churn-risk.’”
Metrics Displayed in the SLA Report
Hit Rate
Shows the percentage of SLAs met in relation to the total number applied.
Formula:
(SLAs met ÷ SLAs applied) × 100
A high hit rate indicates that your team is meeting the defined service deadlines. Lower rates may point to bottlenecks or areas for improvement.
Number of Missed SLAs
Indicates how many times the goals defined in an SLA policy were not met.
Number of Conversations with SLA Applied
Displays the total number of conversations that had an SLA policy assigned.
A high number of conversations covered by SLAs demonstrates maturity in service control and performance monitoring.
SLA Violation Log
In addition to the metrics, the report also includes a full list of SLA violations.
Click on “View details” to see the list of missed SLA events, including the date and time, to help analyze each case individually.
Why Monitor Your SLA Performance?
Tracking your SLA metrics allows you to:
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Identify delays and service bottlenecks
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Evaluate team and agent performance
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Make data-driven decisions to improve the customer experience
If you have questions or need help setting up SLA policies in your account, contact our team:
📩 [email protected] | 📱 @akece.ai