Set Different SLAs for Groups in Zendesk
Discover how to manage different SLAs for each group in Zendesk forecasts using First Response Time (FRT).
Can I set different SLAs for each group in Zendesk forecasts?
In Zendesk Workforce Management, you can reflect different SLAs for each group by utilizing the First Response Time (FRT) in the Forecast FTE calculation. Although the system doesn't allow for multiple SLA settings, you can still manage your team's performance by focusing on FRT.
By analyzing the FRT for each group, you can allocate resources and adjust schedules to meet the desired response times. This method helps you maintain service levels across different groups, even without direct SLA customization. For further information, check out theForecast overview.
More related questions
How can I reflect different SLAs for each channel in Zendesk forecasts?
Zendesk Workforce Management (WFM) allows you to reflect different SLAs for each channel by focusing on the First Response Time (FRT) in the Forecast FTE calculation. This means that while you can't set multiple SLAs directly, you can manage your…
What SLA does Zendesk WFM use in forecast calculations?
Zendesk Workforce Management (WFM) uses the First Response Time (FRT) as the specific SLA in the Forecast FTE calculation. This means that the system focuses on the time it takes for the first response to be made to a customer inquiry. By…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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