Read the SLA timers
Who sees this: Inbox — profiles Helpdesk and AI Voice + Helpdesk. Roles: all roles see the timers.
An SLA (service level agreement) is a promise about how fast your team answers. AurionAI turns it into timers on each conversation, so you can see which conversations need you first.
Prerequisites
- Your organization uses the Helpdesk or AI Voice + Helpdesk profile.
- Your administrator has set up SLA policies. Without a policy that matches the conversation, the timers show No SLA due.
Where SLA policies come from
Your administrator sets the policies in Configuration > SLA Policies. Read SLA policies. A policy says which conversations it covers, for example by priority or channel, and how much time the team has. The time can count only during your organization's business hours. You cannot change the policies or the timers of a conversation. If a target looks wrong, ask your administrator.
The timers
AurionAI tracks these targets:
- First response: the time until the first answer to the customer. The timer stops when an agent sends the first reply.
- Resolution: the time until the conversation is resolved. The timer stops when the conversation is resolved.
- Next response: a policy can also set a time to answer each new customer message. AurionAI tracks it, but the inbox does not show a timer for it at the moment.
Where you see them
- In the list: the column SLA, shown by default, has one badge per conversation.
- At the top of a conversation: the same badge, under the subject.
- In the properties column of a conversation: the section SLA shows the badge and one box for First response and one for Resolution. Each box shows the state, the time left and the due date and time.
The badge follows the Resolution target. When the conversation has no resolution target, it follows First response. The timers update every 30 seconds.
What the states mean
| Badge | Timer box | Meaning |
|---|---|---|
| On track | On track | Enough time is left. |
| SLA warning | Warning | Time is running out. The badge also shows the time left. |
| SLA critical | Critical | Very little time is left. Act now. The badge also shows the time left. |
| SLA breached | Breached | The due time has passed. The badge blinks and shows how long ago; the box shows the time overdue. |
| SLA met | Met | The target was reached in time. The box shows when. |
| Paused | — | The timers are stopped. See Paused timers. |
| — | Cancelled | The target no longer applies, for example because the conversation was closed. |
SLA warning starts when half of the time is used, and SLA critical when three quarters are used. When the policy uses business hours, only business time counts.
Paused timers
The timers stop while the conversation waits for the customer or is snoozed. The badge then shows Paused. When the conversation is open again, the timers restart. AurionAI then gives the target extra time for the pause. The badge, the list column and the boxes show the new due time.
Result
You know which conversations are close to their due time, and you can answer or resolve them first. To filter the list by SLA state, use the menu SLA State. Read Search and filter conversations.
If something goes wrong
- The timers show No SLA due. No SLA policy covers this conversation. Ask your administrator.
- A due time looks wrong. The time can count only during your organization's business hours, so a due time can fall on the next working day. The inbox shows due dates and times in the time zone of your profile. If your profile has no time zone, it uses the time zone of your computer. If it still looks wrong, ask your administrator.
- The priority changed and the due time changed too. A policy can depend on the priority. AurionAI calculates the targets again when the priority changes.
- First response still runs after you wrote an internal note. Only a reply to the customer counts. Read Reply by email.
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