# Operational SLA Metrics

This snap-in adds three new metrics to conversation and ticket SLA policies for internal use. These metrics mirror the traditional SLA metrics, but their purpose is operational: they should not represent a legally-binding commitment. The operational SLA metrics are useful for tracking team performance based on internal thresholds, which can be set up differently from the standard customer-facing SLA metrics to reflect operational goals.

## Features

- **Operational First Response** is equivalent to **First Response**.

- **Operational Next Response** is equivalent to **Next Response**.

- **Operational Resolution Time** is equivalent to **Resolution Time**.

## Installation

For installation instructions, refer to the [Operational SLA Metrics](https://docs.devrev.ai/automations/operational-sla-metrics) documentation.


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Operational SLA Metrics

Add three new internal-facing metrics to your ticket and conversation SLA policies, whcih mirror standard SLA metrics.