Enhanced vs Standard
Enhanced SLAs (the current default) track multiple KPIs per case, support pause conditions, and work with business hours. Standard SLAs are legacy. Use enhanced.
KPI Instances
Each case gets one or more KPI instances per applicable SLA item. Timers on the case track time to first response, resolution, etc.
Business Hours
Map your support coverage (24x5, 24x7, regional). Assign per SLA. Business hours + holiday schedules make SLA times realistic.
Pause Conditions
Waiting on customer? Pause. Waiting on third party? Also pause if contractual. Without pause, SLA breaches misrepresent agent performance.
Reporting
Dashboards on SLA attainment by team, priority, and case type. An SLA attainment below 90% is either a process problem or a staffing problem.