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Provide transparency for customers and clarity for reps.
Provide transparency for customers and clarity for reps.
Set working hours, automate response and resolution targets, and report on attainment so your team always knows what to prioritize—and your customers always know what to expect.
Provide transparency for customers and clarity for reps.
Provide transparency for customers and clarity for reps.
Set working hours, automate response and resolution targets, and report on attainment so your team always knows what to prioritize—and your customers always know what to expect.
Provide transparency for customers and clarity for reps.
Provide transparency for customers and clarity for reps.
Set working hours, automate response and resolution targets, and report on attainment so your team always knows what to prioritize—and your customers always know what to expect.
Set clear expectations with automated SLAs.
Avoid lost tickets and unclear goals. Define response and resolution commitments, add automation to enforce them, and measure performance so you can meet and exceed customer expectations.
Create SLAs based on ticket properties
- Establish “time to first response” and “time to close” for predictable customer experiences.
- Apply different targets by ticket priority, channel, or other properties.
- Give customers visibility into timelines while guiding reps on what’s most urgent.
Triage and prioritize unresolved issues
- Use a visual, real-time indicator to see time remaining before an SLA breach.
- Spot at-risk tickets instantly so reps can act before deadlines are missed.
- Keep queues manageable and prevent burnout by surfacing the next best action.
Improve SLA metrics with automation and reporting
Automated workflows
Trigger escalations, reassignments, and notifications based on SLA status to keep work moving.
Breach prevention alerts
Alert reps before a breach so they can respond quickly and resolve issues on time.
Channel, inbox, and rep reporting
Identify bottlenecks and track attainment by channel, shared inbox, and individual rep to improve process health.
Operationalize in weeks with clear working hours
- Define team working hours so SLA clocks reflect real availability.
- Report on attainment to understand trends and drive continuous improvement.
- Provide customers with predictable timelines and your team with unmistakable priorities.
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