Understanding SLA Impacts When Sticky Button Workflow Is Triggered in Ongoing Conversations

In certain cases, activating the sticky button workflow during an active conversation can influence the tracking and reporting of Service Level Agreements (SLAs).

Key scenarios

1. SLA recalculation may not match original expectations

   When a sticky button workflow starts and ends, the SLA is recalculated. If the original response was already delayed or breached, the new SLA may apply to a different response timeline.

This can lead to unexpected SLA targets and confusion for agents expecting the original response time to be tracked.

2. Unresolved breached response

   If a response misses its SLA and no agent has replied, the breach stays unresolved and still affects SLA metrics.

3. Missing breach violation time in metrics

   In some cases, the breach count is recorded, but the corresponding breach violation time is not calculated in the metric details, resulting to inconsistencies in SLA tracking.