Chat Management: SLA
Section 1: SLA - Service Level Agreement
Definition: Service Level Agreement (SLA) is a tool that sets specific conditions and time targets for agent responses, such as first response time, response time, and resolution time.
Uses: SLAs are used to enhance agent productivity by providing time targets for chat responses. Notifications are sent when these targets are not met, enabling supervisors to take corrective actions.
Updated 12 months ago