Meet Every Commitment

SLA management cu AI: monitorizare în timp real, predicție breaches, și acțiuni automate pentru menținerea nivelurilor de serviciu.

SLA Dashboard

94.2%

Overall SLA

Target: 90%

18s

Avg Speed Answer

Target: 20s

3.2%

Abandon Rate

Target: <5%

87%

FCR Rate

Target: 85%

SLA Definitions

SLA Metric	Target	Current	Status	Penalty
Service Level (80/20) 80% calls answered in 20s	80%	84%	Met	5% fee rebate
Abandonment Rate Max callers who hang up	<5%	3.2%	Met	3% fee rebate
First Call Resolution Issues resolved on first contact	85%	87%	Met	Bonus eligible
Max Wait Time No caller waits longer than	<3 min	3:42	Breach	€500/incident

Real-Time SLA Monitor

Live Service Level

Updates every 5 seconds

Last 15 min

92%

↑ 2% from previous

Last hour

88%

↓ 1% from previous

Today

94%

Above target

SLA TrajectoryOn track ✓

0%Target: 90%100%

Breach Prevention

⚠️ Warning: SLA at Risk

Queue building - 12 waiting, projected SLA drop to 78%

2 min ago

✓ Crisis Averted

AI overflow activated, queue cleared, SLA recovered to 91%

5 min ago

SLA by Queue

Sales

96%Target: 90%

Support

91%Target: 90%

Billing

88%Target: 90%

Technical

82%Target: 85%

VIP

98%Target: 95%

Automated SLA Actions

When SLA < 85%

→ Alert supervisor immediately
→ Enable AI overflow for L1 calls
→ Extend break returns by 5 min

When SLA < 80%

→ All hands on deck alert
→ Pause all outbound campaigns
→ Enable callback option for queue

When Queue > 10

→ Offer callback to new callers
→ Route simple queries to AI
→ Update IVR wait time estimate

When Wait > 2 min

→ Play appreciation message
→ Offer self-service options
→ Priority flag for next agent

Historical SLA Performance

Last 12 Months

Average: 92.3%10/12 months above target

Breach Report

This Month's Breaches

Date	SLA Metric	Target	Actual	Root Cause
Dec 3	Max Wait Time	<3 min	3:42	System outage 10:15-10:25
Dec 1	Service Level	80%	76%	Unexpected promo traffic spike

Total penalty exposure this month: €500

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SLA Management