SLA Breach Timer helps your agents to intuitively and successfully resolve each customer query within a specific time limit. Visual SLA indicators can be set on messages and cases and can help notify agents when an SLA is about to be breached. With a visual indicator and countdown timer triggered before SLA is missed, this feature can help ensure that agents stay on target and can prioritize message and case resolution without missing SLA.

You can also get the color configured for the indicator via persona configuration. The color will get changed when the timer reaches the specified limit.

For any given message or case, an SLA breach time can be set based on the following properties:

• For Messages:

  • Channel Message Creation Time

• For Cases:

  • Channel message creation time: This sets the Case SLA based on the creation time for the message on which an inbound rule was executed.

  • Case creation time

  • Last unreplied fan message creation time: This sets the SLA based on the creation time of the oldest message that the brand has not yet responded to.

• For example, if a message is created at 3:00 PM and your SLA breach time is based on the channel message creation time i.e. 3:00 PM, so the SLA breach start time set for 5 minutes with an SLA breach time of 15 minutes will allow agents to see a countdown timer at 3:10 PM (at the SLA breach start time) and the SLA will be breached at 3:15 PM.

• In Agent Console, agents will see a visual timer on Cases or Messages that have passed the SLA breach start time as well as a visual indicator for the number of Cases or Messages in the stream that are approaching SLA.

Agents can see the Visual SLA indicators at both agent and care console