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Customer Service SLA Metrics widget

Last Updated: Nov 15, 2016 06:33AM EST
With the Customer Service SLA (Service Level Agreement) Metrics widget, you can see the current status of a certain inbox folder versus a certain Customer Service SLA. With this, you will be able to know if your set SLA's for Customer Service are met. This widget is available for all CX Social users with the Enterprise Pricing Plan. 

In this article, we'll walk you through setting up the widget and understanding the metrics it presents.
 

Setting up an SLA widget

To find the SLA widget, typ 'SLA' into the search bar, the widget will show up. 


In the widget setup, you'll need to decide on the following: 

  1. The widget's name
     
  2. The folder you want to use the mentions from to calculate the SLA metrics. You can choose any mailbox folders (all mentions, inbox, private messages, smart folders) for this.
     
  3. Your SLA target time. Here is where you put the amount of minutes within which you strive to reply/resolve mentions. 
     
  4. Option to take business hours into account, using the business hours schedule of your choice. If you choose to enable this, it will have an effect on the number indicating how many mentions are older than the SLA target. The periods outside the business hours will ignored.

    Example: In a 9 to 5 schedule and an SLA of 10 minutes, a mention posted after 5 (eg at 6.30) will have to be replied to before 9.10 the next morning to meet the SLA. 

    This however won't have an affect on the resolved percentages below. For these percentages, the "action delay during business hours" is used, which is based on the schedule of the user who did the action. In the screenshot above, this means that only the bigger number 1 will be affected by this option.  For more info regarding taking business hour schedules into account for user actions, read this article
     
  5. Choose the date range for your widget
     
  6. If you click Advanced, you will find the option to add an extra filter to the widget
     
  7. Also when clicking Advanced, you will get the option to place the widget at the top or the bottom of your dashboard. 

On the right side of the setup, you will also get to see a small preview of how the widget will look like with the chosen settings. 
 


Understanding the metrics in the SLA widget


After adding this widget to a dashboard, you will see the following metrics: 

 


1. Unresolved Older than X: The number of unresolved mentions not meeting the SLA requirement you defined in this Widget's settings. ​Below this figure, we also display the oldest and median age. Depending on the option you've chosen, we can here show the results taking business hours into account. 

2. Percentage of Resolves (or Replies) under X: How many mentions got replied to or resolved within the defined SLA requirements. 

3. Amount of Unresolved (or Assigned) Mentions: Total amount of mentions (including mentions older than the chosen SLA time) that are Unresolved or Unassigned in the selected Folder. This includes all types of mentions (e.g. also likes).

4. Percentiles of Resolve (or Reply) Time: Percentiles is a statistic measure used to indicate the values below a certain percentage of the total data set. This is determined by first ranking the mentions in the data set from lowest to highest Resolve (or Reply) Time. 
 
  • 50 percentile of Resolve (or Reply) Time: After ranking the mentions, we take a look at which mention is located on the 50th percentile (the first 50 % of the ranked date set), and what Resolve (or Reply) Time this mention has. This means that 50 % of the mentions was resolved (replied to) within this amount of time. 
     

  • 75 percentile of Resolve (or Reply) Time: After ranking the mentions, we take a look at which mention is located on the 75th percentile (the first 75 % of the ranked date set), and what Resolve (or Reply) Time this mention has. This means that 75 % of the mentions was resolved (replied to) within this amount of time. 

  • 25 percentile of Resolve (or Reply) Time: After ranking the mentions, we take a look at which mention is located on the 25th percentile (the first 25 % of the ranked date set), and what Resolve (or Reply) Time this mention has. This means that 25 % of the mentions was resolved (replied to) within this amount of time.  

 

Note that most numbers and percentages in this Widget are clickable, allowing you to see the actual mentions the figure is based on. The figures also have hover over texts, giving you more information about what you see. 
 

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