How to Create and Configure SLA Policies for Chat in BoldDesk?
Creating a New SLA
In BoldDesk, you can create multiple custom SLAs and map them to different chat conversations to define expectations for each SLA metric target.
Follow the given steps to create an SLA:
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Navigate to Admin > Chat, choose the SLA module under the Automation section.
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Click Add SLA, then follow the steps below to set up the SLA.
Set Conditions
- Enter the Name and Description.
- Select Operational hours.
- Choose fields from the list to define conditions for determining the chats to which the SLA will be applied in AND and OR conditions.
- Click Add new condition to include a new condition. The following are some of the sample fields to add the conditions:
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Brand
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Status
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Category
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Source
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Assigned Group, etc.,
Note: Operational hours can be set based on either calendar or business hours.
Set Metric Targets
In the BoldDesk, the following three predefined SLA metric targets can be measured,
- First Response (Time to First Response) – Target time for the first agent reply to a customer.
- Response (Time to Next Response) – Target time for subsequent agent replies to the customer after the first response.
- Resolution (Time to Resolution) – Target time for the chat conversation to be resolved or closed.
You can set different SLA targets based on priority levels:
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Critical
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High
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Normal
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Low
Note: The minimum response time is 1 minute, and the minimum resolution time is 1 day. The resolution time must be greater than the response time.
After completing the above steps, click Add. The new SLA will be created and listed.
Note :
- You can change the order of SLAs. If multiple SLAs are defined, the first matching SLA will be applied to the chat conversation.
- If no SLA conditions are matched, the default SLA will be applied. The default SLA can be deactivated if needed.
