Announced on | Rollout on |
January 30, 2024 | January 30, 2024 |
Zendesk is pleased to announce that live chat conversations now support reply time SLAs.
This announcement includes the following topics:
What is changing?
Previously, you could not track reply time SLAs in a chat session. Now, agent replies in live chat conversations and tickets can be counted towards First and Next reply time SLAs.
With this change:
- Admins can set up First and Next reply time SLAs for live chat.
- Agents can view a countdown SLA timer on their assigned live chat tickets to help them determine which ticket to respond to next. All agent comments in live conversations and public replies on tickets will be counted towards the First Reply and Next Reply SLAs.
- Managers can access reporting to observe trends on SLA adherence and breaches and monitor the health of their operations and insights to provide better customer experience.
Why is Zendesk making this change?
Timely responses are crucial for the customer experience in live chat. With this, we provide businesses with a robust and structured way to monitor and meet customer service targets.
What do I need to do?
To use reply time SLAs for live chat:
- Your account needs to be using Agent Workspace.
- An admin must turn on Reply Time SLAs for Chat from the Chat dashboard.
- Review your current SLAs that apply to all channels or all tickets in your account to determine whether you need to update them, or create SLAs specifically for certain channels or groups of agents.