Service Level Analysis

The Service Level Analysis report in MindBehind Live evaluates whether agents meet the target first response time when responding to customers. It highlights the success rate of initial responses based on the predefined SLA threshold.

To analyze SLA performance, you first need to configure SLA policies under Company Settings. These policies define response time targets and form the basis of all SLA metrics. Once set up, the SLA Analytics page helps admins track performance with visual reports, filters, and exportable data.

SLA Policy Configuration

The SLA Configuration page, titled SLA Policies, is now available under the newly added tab in the Company Settings section. It is designed to help you configure and manage Service Level Agreements (SLAs) tailored to your organization's needs.

Create a New SLA Policy

1. To create new policies, click the Create Policy button. Once clicked, a pop-up window appears where you must fill in the following fields:

• Policy Name: Required. Must be unique.
• Duration: Required. Can be set in seconds, minutes, or hours. The minimum duration is 5 seconds, and the maximum duration is 86400 seconds, which is 1440 minutes and 24 hours.

2. Once you fill in the required fields, click Create to submit the policy. 

View and Manage Policies

Once a policy is created, it appears in the SLA Policies table with the following columns: Name, Target Time, Created (Date), and Migration Progress.

Migration starts automatically, and a progress bar indicates its status.

SLA Analytics

The SLA Analytics page offers visual insights and detailed performance breakdowns based on configured SLA policies. It is available to administrators and department admins.

Navigate to Analysis > Service Level Analysis. 

Here, you can:

• Select a date range
• Choose a pre-configured SLA policy
• Use the Filters Drawer for advanced filtering options

SLA Analytics Filters

You can fine-tune your data visualization using the filter drawer. Filters are grouped as follows:

• Abandoned Conversations Calculation: Defines how abandoned conversations are treated in SLA reporting. Options:
  • Exclude abandoned conversations
  • Include them as achieved conversations
  • Include them as missed conversations
• Channels: Filter reports by selected communication channels.
• Departments: Narrow results based on specific departments.
• Agents: View SLA performance per individual agent.

Charts and Metrics

The following metrics and visualizations provide insights into SLA performance, agent efficiency, and conversation outcomes.

Top Metrics

This section displays key performance indicators related to SLA conversations:

• SLA Conversations: The total number of conversations with an active SLA policy.
• Achieved Conversations: The number of SLA conversations successfully responded to within the target time.
• Missed Conversations: SLA conversations that weren’t responded to within the target time.
• Achieved SLA Rate: The percentage of achieved conversations relative to all SLA conversations.
• Abandoned Conversations: Conversations customers leave before an agent responds—either while waiting after chatbot transfer, or after assignment but before the agent replies within the target time.

Missed Conversations Performance Chart

This chart displays missed conversations broken down by department or channel.

• Breakdown Options: By Department or By Channel
• Display Limit: Up to 14 departments or channels can be shown. Once 14 are selected, additional options will be disabled.

Agent Performance Table

This chart displays a list of agents with their SLA-related metrics.

• In the default view, you can see:
  • All agents in the company
  • Agents listed alphabetically (A to Z)
  • Up to 10 agents per page
• If no filters are applied, the list includes every agent across all departments and channels.
• When filters (departments, channels, or agents) are applied, the table updates to show only the agents matching the selected criteria.

The table contains the following columns:

• SLA Conversations
• Achieved Conversations
• Missed Conversations
• Abandoned Conversations, which count:
  • Conversations abandoned while waiting for agent assignment after chatbot transfer
  • Conversations abandoned after the assignment but before the agent responds within the target time
• Average Handle Time (AHT): The average time an agent spends on assigned conversations
• Average First Response Time: The average time it takes for an agent to send the initial response

Export the Report

When you export the report, you will see a sheet with three pages: Summary, Conversation List, and Agent Performance Table. This section provides an overview of the selected data and filters during export.

Summary

In the Summary sheet, you will see the following details:

• Report Date Interval: The selected time range for the report
• Export Time: Timestamp of when the export was triggered
• Time Zone: The Time zone in which the report was generated
• Exported By: Name or email of the user who triggered the export
• Account Name: The account or organization name
• Key Metrics:
  • Conversations with SLA
  • Achieved Conversations
  • Missed Conversations
  • Achieved SLA Rate
  • Abandoned Conversations
• Applied Filters: All selected filters from the filter drawer (e.g., agents, channels, departments, abandoned conversation logic)
• Target Time: The duration configured in the selected SLA policy
• Policy: The name of the selected SLA policy

Conversation List

This sheet lists every conversation in the SLA analytics based on the selected filters and date range.

This list includes:

• Conversation ID: Unique identifier for the conversation
• Agent Name: Name of the agent assigned to the conversation
• Department Name: Department involved in the conversation
• Channel Name: Source channel of the conversation (e.g., WhatsApp, Webchat)
• First Response Duration: Time between the client’s first message and the agent’s first response
• Success Situation: SLA outcome: Achieved, Missed, or Abandoned

Agent Performance Table

This sheet includes agent-level performance metrics that match what is shown on the Agent Performance table of the SLA Analytics page.

The table includes the following columns:

• Agent Name
• SLA Conversations
• Achieved Conversations
• Missed Conversations
• Abandoned Conversations
• Average Handle Time
• Average First Response Time