Response time tracking per channel with SLA compliance
ART-1986_KNOWLEDGE_NODE-26
level.\nSLAs help ensure that your customers receive timely responses and resolutions to inquiries.\n\nPolicy users can set SLA breach and warning targets for three metrics: *first response*, *next response*, and *full resolution*. Each metric has its own breach and warning target. You can specify whether the metrics are calculated using calendar hours or business hours while defining breach and warning targets.\n\nCreate an SLA\n-------------\n\n1. Go to **Settings > SLA > + Create**.\n2. In
Service-level agreement | Computer for Support Teams | DevRev
ART-4181_KNOWLEDGE_NODE-16
breach\n\n![]()\n\nSLA timers on Conversation and Ticket panel\n\nEquip agents with the comprehensive context they need to prioritize based on service level commitments\n\n![]()\n\nSLA timers on Conversation and Ticket panel\n\nEquip agents with the comprehensive context they need to prioritize based on service level commitments\n\n![]()\n\nView SLA targets in Inbox view\n\nSee critical SLA information directly on your Omnichannel Inbox to prioritize and take action before breach
Support like a lightning fast pit-crew
ART-4181_KNOWLEDGE_NODE-18
breach\n\n![]()\n\nSLA timers on Conversation and Ticket panel\n\nEquip agents with the comprehensive context they need to prioritize based on service level commitments\n\n![]()\n\nSLA timers on Conversation and Ticket panel\n\nEquip agents with the comprehensive context they need to prioritize based on service level commitments\n\n![]()\n\nView SLA targets in Inbox view\n\nSee critical SLA information directly on your Omnichannel Inbox to prioritize and take action before breach
Support like a lightning fast pit-crew
ART-4181_KNOWLEDGE_NODE-20
breach\n\n![]()\n\nSLA timers on Conversation and Ticket panel\n\nEquip agents with the comprehensive context they need to prioritize based on service level commitments\n\n![]()\n\nSLA timers on Conversation and Ticket panel\n\nEquip agents with the comprehensive context they need to prioritize based on service level commitments\n\n![]()\n\nView SLA targets in Inbox view\n\nSee critical SLA information directly on your Omnichannel Inbox to prioritize and take action before breach
Support like a lightning fast pit-crew
ART-4181_KNOWLEDGE_NODE-14
Exceptions\n\nCreate Exceptions for customers who require special treatment, overriding the Assignment Rules when necessary\n\n![]()\n\nDefault SLA Fallback\n\nAuto-assign a Default SLA to customers who do not meet any of the specified criteria\n\nEffortlessly monitor SLAs everywhere\n====================================\n\nKeep track of SLAs on all channels. Focus on the most critical or time-sensitive customer issues, ensuring rapid
Support like a lightning fast pit-crew
ART-1508_KNOWLEDGE_NODE-21
"string", |\n| 357 | "sla_type": "external" |\n| 358 | }, |\n| 359 | "sla_policy_id": "string", |\n| 360 | "stage": "string", |\n| 361 | "status": "string" |\n| 362 | }, |\n| 363 | "stage": "breached", |\n| 364 | "target_time": "2023-01-01T12:00:00.000Z" |\n| 365 | }, |\n| 366 | "sla_tracker": { |\n| 367 | "id": "string", |\n| 368 | "applies_to_type": "conversation", |\n| 369 | "display_id": "string" |\n| 370 | }, |\n| 371 | "source_channel": "string", |\n| 372 | "source_channel_v2": { |\n| 373
Export Conversations | DevRev | Docs
ART-4177_KNOWLEDGE_NODE-6
through tickets](https://vimeo.com/1027660342)[![]()\n\nUnderstanding Support Analytics and SLAs\n\nExplore actionable insights and trends in customer experience metrics with our support analytics dashboard](https://vimeo.com/1027659562)[![]()\n\nInteractive walkthrough of SLA tracking\n\nLearn how to use DevRev track SLAs of tickets, to ensure that your customer's requests are always responded to in time.](https://devrev.navattic.com/bv10lxn)\n\nBuild Products, Not
DevRev University - DevRev for Startups
ART-15325_KNOWLEDGE_NODE-16
|\n| 271 | "stage": "breached", |\n| 272 | "target_time": "2023-01-01T12:00:00.000Z" |\n| 273 | }, |\n| 274 | "sla_tracker": { |\n| 275 | "id": "string", |\n| 276 | "applies_to_type": "conversation", |\n| 277 | "display_id": "string" |\n| 278 | }, |\n| 279 | "source_channel": "string", |\n| 280 | "source_channel_v2": { |\n| 281 | "id": "string", |\n| 282 | "display_id": "string" |\n| 283 | }, |\n| 284 | "stage": { |\n| 285 | "name": "string" |\n| 286 | }, |\n| 287 | "tags": [ |\n| 288 | { |\n|
List Conversations | DevRev | Docs
ART-17231_KNOWLEDGE_NODE-153
this object, which is used to track the SLA metrics. |\n| `source_channel_v2` | reference\xe2\x86\x92[#record:external\\_communication\\_channel] |  | Source channel ID of the ticket |\n| `stage` | enum | \xe2\x9c\x94\xef\xb8\x8e | Stage of the object |\n| `tags` | reference (collection)\xe2\x86\x92[#record:tag] |  | Tags associated with the object |\n| `target_close_date` | timestamp |  | Timestamp when the work is expected to be complete |\n| `title` | text | \xe2\x9c\x94\xef\xb8\x8e | Title
Supported DevRev object types | DevRev | Docs
ART-15319_KNOWLEDGE_NODE-16
"string", |\n| 267 | "stage": "string", |\n| 268 | "status": "string" |\n| 269 | }, |\n| 270 | "stage": "breached", |\n| 271 | "target_time": "2023-01-01T12:00:00.000Z" |\n| 272 | }, |\n| 273 | "sla_tracker": { |\n| 274 | "id": "string", |\n| 275 | "applies_to_type": "conversation", |\n| 276 | "display_id": "string" |\n| 277 | }, |\n| 278 | "source_channel": "string", |\n| 279 | "source_channel_v2": { |\n| 280 | "id": "string", |\n| 281 | "display_id": "string" |\n| 282 | }, |\n| 283 | "stage":
Get Conversation (POST) | DevRev | Docs
ART-15321_KNOWLEDGE_NODE-16
"string", |\n| 268 | "stage": "string", |\n| 269 | "status": "string" |\n| 270 | }, |\n| 271 | "stage": "breached", |\n| 272 | "target_time": "2023-01-01T12:00:00.000Z" |\n| 273 | }, |\n| 274 | "sla_tracker": { |\n| 275 | "id": "string", |\n| 276 | "applies_to_type": "conversation", |\n| 277 | "display_id": "string" |\n| 278 | }, |\n| 279 | "source_channel": "string", |\n| 280 | "source_channel_v2": { |\n| 281 | "id": "string", |\n| 282 | "display_id": "string" |\n| 283 | }, |\n| 284 | "stage":
List Conversations (POST) | DevRev | Docs
ART-15323_KNOWLEDGE_NODE-16
"target_time": "2023-01-01T12:00:00.000Z" |\n| 272 | }, |\n| 273 | "sla_tracker": { |\n| 274 | "id": "string", |\n| 275 | "applies_to_type": "conversation", |\n| 276 | "display_id": "string" |\n| 277 | }, |\n| 278 | "source_channel": "string", |\n| 279 | "source_channel_v2": { |\n| 280 | "id": "string", |\n| 281 | "display_id": "string" |\n| 282 | }, |\n| 283 | "stage": { |\n| 284 | "name": "string" |\n| 285 | }, |\n| 286 | "tags": [ |\n| 287 | { |\n| 288 | "tag": { |\n| 289 | "id": "string",
Get Conversation | DevRev | Docs