Target Business Hours with SLA Metrics in Zendesk
Learn how to target business hours using SLA metrics in Zendesk to ensure your team meets service levels.
Can I target business hours with Service Level Agreement metrics in Zendesk?
Yes, you can target business hours with Service Level Agreement (SLA) metrics in Zendesk. These metrics allow you to focus on performance during your specified business hours, ensuring that your team meets the expected service levels.
For more information on how to set up and use these metrics, you can refer to the article 'Metrics and attributes for Zendesk Support'. This will provide you with a comprehensive understanding of how to leverage SLA metrics effectively.
More related questions
How can I report on first reply time during business hours in Zendesk?
You can report on first reply time within business hours using Zendesk Explore. To do this, utilize the Support - Tickets dataset along with the First reply time - Business hours (min) metric in your report. This allows you to focus on the time it…
What dataset should I use to report on first reply time in Zendesk?
To report on first reply time in Zendesk, you should use the Support - Tickets dataset. This dataset, combined with the First reply time - Business hours (min) metric, allows you to create reports that focus on the time it takes for the first reply…
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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?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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