How to determine performance using SLA management software?
SLA rules are applied to all the incoming tickets and tasks allocated to the teams. One can set up SLAs based on call start time, wait time, end time, estimated start and complete dates, actual start and complete dates, conditions, escalations, normal or VIP customers, priority, severity and metrics to measure them. Every time a new ticket comes in or an old ticket is updated, SLAs are checked and actions are associated. Also, you can generate reports to understand various scenarios of SLA breach and the measures that should be taken at the product, employee and system level.