Resolution Rate within SLA


“Resolution Rate within SLA” allows to quickly see how a locations are performing against SLAs.

The new metric called “Resolution Rate within SLA” allows to determine how a entities (e.g locations, dealerships) are performing against set SLAs for different queues. This helps to set goals as part of payouts for customer care teams based on percentage of tickets closed within SLA out of all tickets created in a month.

Any change of top-level filters or Actions filters to manipulate this metric will apply.