SLA request for live chat and ticket

It’s perfect if you guys have SLA for the live chat and ticket.

For the managemnt,it’s necessary to monitor agents’ response time.

If an agent fails to response in requested time, it will be recorded in his response time . It can show agent’s work efficent and working quality.

For the itckets, it’s better to remind agents to follow up for pending tickets.

Hope you guys can put it into consideration.

Hi HugeP,

Thank you for your feature request.
You can find statistics on First Response time for Chats and Tickets on our Reporting section.

Let us know if you have any other questions.