SLA Health by Policy
Compare how different SLA policies are performing.
SLA Policies
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At-Risk and Breached Tickets
Quickly drill into tickets that need attention.
At-risk & breached tickets
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Manager Shortcuts
Review team workload
Open the inbox to see which agents are handling at-risk tickets and rebalance if needed.
Audit SLA policies
Check whether current targets still make sense for your volume and staffing.
Coach on slow responses
Identify agents with consistently high first-response times and schedule coaching sessions.