Adjust SLAs

Background #

SLAs (Service Level Agreements) are targets you would like your agents (or BPOs) to hit when serving Customers. For example, we should help 80% of emails in under 24 hours. Or we should serve 90% of phone calls in under 1 minute.

Gladly allows you to calculate your SLA attainment via reports in the Reports UI, and adjust SLA settings in the Inbox and Channels UIs.

For an overview of the default SLAs we’ve set up, see default settings.

Goals #

Set up attainable SLAs to service Customers that you feel confident you can hold your contact center to

Estimated Effort #

As little as 45 minutes for simple setups

Step-by-Step Tutorial & Best Practices #

1. Attend the workflow co-design session with your implementation team. This is a 45-minute workshop where we go over best practices with you. For more complex implementations, your organization may set up weekly check-ins with you over 3 – 4 weeks to finalize the SLAs.
2. Fine-tune your SLAs as needed. Go to Settings > Inboxes for Inbox-level SLA, and to Settings > Entry Points for entry point specific SLAs to override the Inbox settings.
3. Get familiar with SLA reports, like Operational Performance, SLA Attainment by Channel, SLA Percentile, to view your performance.