SLA Breach Analysis
Agent-specific SLA breach report for improved accountability
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Agent-specific SLA breach report for improved accountability
Last updated
Was this helpful?
SLA breach analysis is the process of evaluating and identifying the reasons behind instances where a business fails to meet the agreed-upon service level agreements (SLAs). It involves reviewing metrics like response time, resolution time, and service availability to understand what caused the breach, its frequency, and the impact on service quality.
The analysis helps businesses pinpoint areas of improvement, optimize workflows, and prevent future breaches, ultimately enhancing customer satisfaction and maintaining accountability.
To view the SLA breach analysis go to Report from the left navbar> Agent Analytics> SLA Breach Analysis
Total Breach: Refers to a metric that tracks the total number of times an SLA has been breached. It represents the sum of all instances where the agreed service standards—such as First Response Time, Every Response time were not met.
Breach of FRT (First Response Time): The First Response Time (FRT) is a key SLA metric that defines the maximum time allowed for an agent to acknowledge or reply to a customer's initial query. This metric highlights instances where the agent's response exceeded the defined time limit, signaling a breach in service performance. Monitoring this helps businesses assess agent efficiency, maintain customer satisfaction, and ensure adherence to response time commitments.
Breach of ERT (Every Response Time): The Every Response Time (ERT) is an SLA metric that specifies the maximum allowable time for an agent to respond to each customer follow-up message, after the initial query. This metric helps identify delays in ongoing conversations and monitors whether agents are maintaining consistent response times throughout the interaction. Tracking ERT breaches helps businesses ensure continuous customer engagement, improve service efficiency, and maintain SLA adherence for all parts of the communication.
Breach for both: This metric highlights cases where the agent failed to meet the service level agreement (SLA) for both the First Response Time (FRT) and Every Response Time (ERT). It reflects serious service gaps, indicating that the agent not only delayed in starting the conversation but also continued to miss response times during the entire interaction. Monitoring this helps businesses identify larger issues in response management, enabling them to address recurring performance problems and ensure better customer service continuity.
Date: Users can filter the report based on date
Agent: Allows to filter breach report based on agent name
SLA: Users can create multiple SLA for different channels & agent department. Users can filter the report based on the SLA they have created.
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