你正在做出无法衡量的承诺。
SLAs live in contracts, not in your tools. Violations go unnoticed until a client complains. A 5-minute-old message looks the same as a 5-hour-old one.
SLA 直接在您的工作流程中。
Every conversation starts a countdown. Warnings fire before deadlines. Escalations trigger automatically. Per-brand policies mean different clients get different commitments — all tracked independently.
SLA Tracking That Actually Works
From countdown timers to escalation rules — proactive SLA management for social support teams.
First Response Time
Clock starts when the customer sends a message. Track across every platform, brand, and agent. Set targets per brand.
Resolution Time
Measure from first message to final resolution. Identify bottlenecks by platform, agent, and issue type.
Business Hours Config
SLA timers pause outside business hours. Holidays and custom schedules supported. Fair measurement, not raw clock time.
Escalation Rules
Warn agent at 75%, notify lead at 90%, reassign at 100%. In-app, email, Slack, and auto-reassignment actions.
Violation Alerts
Green, yellow, red status badges in the inbox. Manager summaries: daily compliance, weekly trends, instant breach alerts.
Per-Brand SLA Policies
Different response targets, business hours, and escalation rules per client brand. One platform, fully customized commitments.
实时 SLA 仪表板
Track compliance rates across your entire operation at a glance.
它是如何运作的
Define SLA Policies
Set first response and resolution targets per brand. Configure business hours, holidays, and timezones.
Configure Escalation
Set warnings, notifications, and reassignment rules at each countdown stage. Per brand and severity.
Monitor & Report
Real-time compliance dashboard. Historical trends and agent performance. Export for client reporting.
Stop guessing whether you are meeting your commitments.
Turn SLAs from contract language into live, trackable, enforceable metrics. Your team stays accountable. Your clients stay informed.
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