SLA Configurations

At MyAlice, through our Service Level Agreement (SLA) feature, we ensure that customer queries are resolved within set timeframes based on their priority. With the SLA feature, you can establish clear guidelines for response and resolution times, set rules tailored to your needs, and even define escalation procedures for high-priority issues. By using the SLA feature, you’ll be able to streamline your support process, respond more efficiently, and keep your customers happy with timely and effective service.

Video Tutorial:

Follow these steps to set up and manage your SLA configuration in MyAlice:

1. Log in to your MyAlice account

Start by logging into your account at [stage.myalice.ai](https://stage.myalice.ai).

2. Go to Settings

Once you're logged in, go to the Settings menu.

3. Access the SLA Configuration

In the settings, find and click on SLA Configuration. Here, you’ll see any existing SLA policies that have already been created.

4. Create a New SLA Policy

If you need to create a new policy, click on Create New SLA Policy.

5. Name Your SLA Policy

Give your policy a name that’s easy to identify. For this example, we’ll name it “Demo1”. One channel can only have one SLA, but a single SLA can be applied across multiple channels.

6. Select Channels for Your SLA Policy

Choose the channels where you’d like this SLA policy to apply. You can select more than one channel if needed. For our example, let’s select two channels. After selecting your channels, click Create New SLA to start building your SLA policy from scratch.

7. Configure Your SLA Policy You’ll now see a page where you can customize your SLA policy. MyAlice offers four priority levels to choose from: Urgent, High, Medium, and Low. Each priority level comes with customizable response and resolution times.

• Response Time: This is the time frame in which an agent must initially respond to a customer’s query.

• Resolution Time: This is the deadline by which the agent must resolve the issue.

You can easily set both times by clicking on the fields and entering your preferred time limits.

8. Set Operational Hours You can choose when your SLA policy will be active by setting your operational hours. You have two options:

• Custom Business Hours: You can customize specific hours by going to Settings > Business Hours.

• 24/7 Hours: The SLA will apply at all times, without restriction.

If you want to customize business hours, click on the Business Hours option under settings.

9. Setting Reminders for SLA Deadlines Avoid SLA breaches by setting reminders when response or resolution times are close to expiring. Here’s how:

• Click on Add New Reminder.

• Under Select Priority, choose the ticket priority (Low, Medium, High,Urgent) for which you want to set the reminder. This ties the reminder to the urgency of the ticket.

• Next, use Select Target to define whether the reminder is for the First Response Time (when the first reply is due) or for the Resolution Time (the deadline for resolving the ticket).

• After that, in the “Enter Value” box beside “Approaches in”, click to specify the time frame (e.g., 5 minutes before SLA breach) when the reminder should be sent.

• In the “Select Person” box next to “Send reminder to”, choose who will receive the reminder. You can select either the Assigned Agent (the one who is assigned the ticket), the Admin (of the account), or both, ensuring the right person is alerted before the SLA time runs out.

You can add multiple reminders by clicking on for each.

10. Setting Escalation Emails for SLA Violations To handle SLA violations efficiently, you can set up escalation emails that notify agents of breaches. Here’s how:

• Click on Add New Escalation.

• Select the ticket priority and target.

• Choose when to send the escalation email and specify who should receive it.

The escalation email will include details of the SLA breach and recommended actions.

You can create multiple escalation email notifications by clicking on again.

1. Set Ticket Priority

Go to the Chatbot Section, select the channel from the top left corner of the screen.

Then click on Default Sequence. This will bring you to the page where you can set the priority for incoming tickets.

Click on Agent/Group to choose the specific agent or group responsible for handling the ticket. This helps direct tickets to the right person or team immediately.

To better categorize and manage tickets, click on Tags and add any relevant tags. These tags can help in organizing tickets based on the type of inquiry or customer status.

Use the Select Priority option to choose the level of urgency for the ticket: Low, Medium, or High. This will determine how quickly the ticket needs to be addressed.

In the SLA Configuration under Settings, you can define how long the agent has to respond (First Response Time) and resolve (Resolution Time) tickets, depending on the priority level (Step Number 7).

Click Save Changes to save the changes made.

12. Inbox Filtration for Urgent Tickets

To prioritize urgent tickets, you can use inbox filtration to ensure they appear at the top, making it easier for agents to respond quickly.

• Go to Inbox.

• Click on Filters.

• Select Ticket Priority and choose Urgent to filter the messages.

• Select Apply Filters to display the highest priority tickets at the top.

13. Automated SLA Tracking MyAlice automatically tracks response and resolution times based on the SLA policies you set. To view these SLA reports, go to Reports > Agent Metrics. Under Agent Details, the last two columns provide insights into SLA performance:

• FRT Breached: This shows the number of times an agent breached or failed to meet the First Response Time SLA during the time period that was selected under First Response Time in the SLA Configuration mentioned in Step 7.

• Resolution Time Breached: This shows how many times an agent breached or failed to meet the Resolution Time SLA within the filtered period, that is- the number of times agents didn’t resolve tickets within the Resolution Time set in the SLA configuration mentioned in Step 7.