SLAs and Live Channels in Zendesk
Why don't SLAs apply to live channels like Chat or Talk in Zendesk?
SLAs don't apply to live channels like Chat or Talk in Zendesk because these channels require different service targets. For instance, a company might aim to respond to chats within 60 seconds, which is a real-time interaction metric not suited for SLA policies.
Instead, to measure performance in live channels, you would use Zendesk Explore to create reports that track these specific metrics. This approach allows for more accurate monitoring and assessment of live channel performance, ensuring that customer expectations are met in real-time interactions.
More related questions
What are Service Level Agreements (SLAs) in Zendesk?
Service Level Agreements (SLAs) in Zendesk are measures of the average response and resolution times your support team provides to customers. They help ensure that your service is predictable and measurable. By defining SLA service targets, you can…
How do SLAs improve customer support in Zendesk?
SLAs improve customer support in Zendesk by providing a structured framework for response and resolution times, ensuring predictable and measurable service. They allow you to set service targets, which help in monitoring performance and achieving…
How can I monitor SLA performance in Zendesk?
You can monitor SLA performance in Zendesk by defining SLA service targets and using the platform's features to track whether these targets are met. Zendesk highlights tickets that fail to meet service level targets, allowing you to quickly…
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