What is SLA violation?
Service Level Agreement violation sets a definite time frame in which tickets have to be answered or chats and calls have to be picked up. If they are not answered or picked up within the specified timeframe, SLA Violation occurs.
Normally, if too many SLA Violation occurs, a manager should reconsider their SLA preferences or should empower their workforce with more agents or set better help desk tools.
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Sla Violation was last modified: June 13th, 2021 by