SLA Rules

A Service Level Agreement (SLA) is a measure established by your company to control response and resolution times that the support team offers to customers. By providing assistance based on service levels, your company guarantees the delivery of a measured and predictable service, which provides greater visibility in case of problems.

At Sagicc, SLA rules can be defined so that supervisors and agents can monitor the performance of the service level and achieve service goals (e.g. providing a first response to customers in less than 5 minutes). The platform highlights cases that do not meet service level objectives to allow for quick identification and resolution of problems.

SLA rules have the following components:

• Conditions: They are a set of situations or states that must be met for a case for SLA rules to apply.

• Metrics: They specify the measurements that will be taken when an SLA rule is applied. By default, Sagicc has two metrics: First Response Time and Customer Wait Time.

Sagicc allows adding SLA Rules through the side menu, selecting the Tools option, and then clicking on SLA Rules to access the module.

Sagicc will take you to a list where you can navigate through all the existing SLA Rules on the platform. For each SLA rule, you can see basic information such as name, description, status, and creation date.

In the Options column, by clicking on Edit, you can access a specific SLA rule and modify it. You can also Enable or Disable or Delete an existing SLA rule.