The SLA Attainment by Channel report can help you understand how well your team is performing against meeting SLAs for each communication Channel for inbound requests. It will also help you understand how SLA Attainment by Channel is changing over time.
Key Concepts and Definitions
These are concepts you should be aware of to understand this report:
- Service Level Agreement (or SLA) is the target time within which an agent is expected to respond to a customer. For example, you are committed to answering a percentage of chats within a certain number of minutes— 80% of chats within 2 minutes.
- % within SLA is the inbound contact that was fulfilled within then SLA
- Fulfilled Contacts is the number of inbound contacts that was fulfilled.
- Fulfilled Contacts within SLA is the number of inbound contacts that were filled within the SLA
% of Change is the difference in SLA Attainment for the current week, month, or quarter vs the prior week, month, or quarter.
Understand the Basics #
When to use the SLA Attainment by Channel report
Use the SLA Attainment by Channel report if you have questions around:
- How well are we performing against our SLAs for inbound requests?
- Are we accepting incoming requests and meeting our defined SLAs for each Channel? (e.g are we answering 100% of calls within 20 seconds?)
- Are we meeting our standard level of service to our Customers?
This report is not meant to provide the target SLA % but instead, provide data on how well you are attaining your SLA targets
How often to view the report
Review this report daily to gain valuable and actionable insights.
- In the Summary Report, we refer to “Fulfilled Contacts” as “Responses” and “Fulfilled Contacts within SLA” as “Responses within SLA”
- For Fulfilled Contacts and Fulfilled Contacts within SLA, the SLA set for an Inbox on the inbound item determines the Inbox Attribution. This means that if you filter by Inbox, the report will aggregate all items and uses the SLA set for the Inbox for the report.
- Weekly, monthly, and quarterly results are compared from the previous week, month, and quarter. You can see if your SLA is improving or not during these periods.
- When generating the report, the table view is not available if you are using half-hourly, or daily filter aggregation.
Take Action #
Once you understand the report, you can take action and make improvements.
SLA Attainment Met
If you notice that SLA Attainment is always being met at 100% (which means that you are fulfilling the service level on your Channel(s)), you are doing an excellent job meeting your SLA targets and providing a great customer experience. You can:
- Reward your team for meeting the performance target!
- Be bolder with your goals and challenge your team to create an even better customer experience by responding to customers even faster. This could mean lowering your SLA target.
- Adjust your staffing model and reduce the number of Agents working on very high performing Channel(s). This could also mean adding a different Channel for your Agents to work in since it seems like they have the capacity to handle more requests.
- Make sure that you are not overstaffed and do not have Agents waiting for their next request to come through.
SLA Attainment Not Met
If notice that SLA Attainment is consistently less than 50% (which means that you are only fulfilling the service level on less than 50% of your communication Channel(s)), you may need to make some adjustments so you have a better chance of meeting and exceeding your SLA target:
- Review (and if needed recalibrate) your expected SLA target with your customers. It could be that your current SLA target is too short and that you do not have enough capacity to answer incoming requests as fast as you’d like too.
- Adjust your staffing levels and increase the number of agents working on Channels and Inboxes that are not meeting your SLA targets.
Good to Know #
- This report can also be generated via API. See our Developer Docs for more details.