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 documentation.