SLA Metrics¶
Track service level agreement compliance.
Key Metrics¶
First Response Time (FRT)¶
Time from creation to first agent response.
Resolution Time¶
Time from creation to resolution.
Gauge Charts¶
Visual compliance indicators:
- 🟢 Green: >90% (Excellent)
- 🟡 Yellow: 70-90% (Needs attention)
- 🔴 Red: <70% (Critical)
Priority Targets¶
| Priority | FRT Target | Resolution Target |
|---|---|---|
| Urgent | 1 hour | 4 hours |
| High | 4 hours | 24 hours |
| Medium | 8 hours | 72 hours |
| Low | 24 hours | 168 hours |
SLA Breaches¶
Table showing tickets that breached SLA with breach amount.