SLA Reporting at Agent level

8 Comentarios

  • Terry Knox
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    This is must have functionality for reporting! Surely setting agent KPIs around SLA adherence is pretty basic stuff? 

    2
  • Pete Holborow
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    +1000.

     

    Historical reporting on a ticket's journey is a must.

    1
  • Gordon Foster
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    This is functionality I'd expect from a tool like Zendesk, could do it in ServiceCloud

    0
  • Anthony Garcia Jr.
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    Improving service delivery and staff performance is difficult if we dont have this capability. Please make it happen! Thank you in advance! 

    0
  • Sara Gardinier
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    Agreed, I would love to have this more drilled down level of reporting for Agent SLA vs Ticket SLA.

    0
  • Mariliam
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    This is a must! About to embark in outsourcing and I cannot get this data rolling out in Explore, and it is a requirement from the vendor! Any idea if this will be happening?

    0
  • Jay Kelley
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    I would agree.  This would be an important metric to improve staff performance.

    0
  • Adam Pepper
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    This is key for us, too.

    We need to be able report on which Agent replied to a ticket first, in order for 1st Reply Time to be a statistic we can learn from.

    0

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