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AurionAI

SLA and quality

5 min readBy Emmanuel Yazbeck

The SLA & Quality tab shows whether your team meets its service level agreements (SLAs) and how satisfied your customers are. It brings together SLA compliance, per-team results and customer satisfaction (CSAT) answers.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Every dashboard role can open it.

Prerequisites

  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.
  • For SLA figures, at least one active SLA policy. Read SLA policies.
  • For CSAT figures, surveys turned on. Read Customer satisfaction (CSAT).

Open SLA and quality

  1. In the sidebar, select Analytics.
  2. Select the SLA & Quality tab.
  3. Choose the period in the filter bar. Read Choose the period.

The SLA & Quality tab with the SLA compliance figures.

Read SLA compliance

The SLA Compliance section counts the conversations created in the chosen period that have an SLA target.

  • A conversation is tracked when its SLA policy gave it a due time.
  • It is met when the first response, or the resolution, came before the due time.
  • It is breached when it came after the due time, or when the due time has passed and it has not come yet.
  • A tracked conversation whose due time has not passed yet is neither met nor breached.

The cards show:

  • First Response Compliance: met first responses divided by tracked first responses.
  • Resolution Compliance: met resolutions divided by tracked resolutions.
  • Overall SLA Compliance: all met targets divided by all tracked targets, first response and resolution together.
  • Tracked (First Response) and Tracked (Resolution): the number of tracked conversations.

Conversations that are still within their due time lower the compliance until they are met. A recent period can therefore show a lower compliance than the final one.

The priority table shows the resolution target only: Tracked, Met, Breached and Compliance for each priority.

Read the results per team

The Per-Team SLA Performance table shows the resolution target for each team that has tracked conversations. The team with the most breaches comes first. A conversation counts for the team it is assigned to now.

  1. Select a team row to open its details.

The SLA breakdown shows the Met rate, the Breach rate and the conversations Still open within their due time. The Resolution performance shows the Assigned, Resolved, Resolution rate and Avg. resolution time of the team.

Read customer satisfaction

The CSAT figures count survey answers by the time the customer answered. When there is no answer yet, AurionAI uses the time the survey was sent.

  1. Optional: in the CSAT filters bar, choose an Agent or a Team. The CSAT figures then count only conversations assigned to them now. The agent list shows the agents who have rated answers in the period.
  2. To remove the filters, select Clear.

The section shows:

  • CSAT Avg: the average rating of the answers with a rating.
  • CSAT Positive Rate: the share of rated answers with a rating of 4 or more.
  • The CSAT trend chart: the average rating per day. The chart never goes back more than 30 days, even when you choose a longer period.
  • CSAT by agent: for each active agent, the Responses, the Avg rating and the % Positive. It shows up to 50 agents.
  • Individual responses: the 25 most recent answers, with the rating, the time, the agent, the conversation and the comment. Select Open conversation to open the conversation.

The rule "4 or more" fits the star and emoji scales. With the thumbs or NPS scale, this share may not match your scale. Read the answers on the CSAT page.

Read the SLA breach trend

The SLA Breach Trend table shows one row per day of creation, with the Tracked, Breached and Compliance values for the resolution target.

In this table, a conversation that is not breached counts as met, even when it is still within its due time. The daily values can therefore be higher than the Resolution Compliance card.

At the bottom, the Aggregation health (50K target) panel shows technical timings for AurionAI support. You do not need it to read your results.

Result

The tab shows the figures for the chosen period and filters. The figures are computed from your current records each time the page asks for them, about every minute. Select Refresh to ask at once. A breach shows as soon as the due time has passed, even before AurionAI sends the breach notification.

If something goes wrong

  • Failed to load SLA compliance analytics. The SLA figures could not load. Select Refresh, or change the period.
  • Error loading conversation analytics The CSAT or trend figures could not load. The message gives the reason when the server sends one. Select the retry button if it is shown.
  • All SLA figures are zero. No conversation created in the period has an SLA target. Check that a policy matches your conversations. Read SLA policies.
  • No team SLA data available for this period. No tracked conversation in the period is assigned to a team.
  • No CSAT responses in the selected period. No customer rated a conversation in the last 30 days, counted from today, within the chosen period. A period that ended more than 30 days ago always shows an empty trend.
  • The tab is missing. Your organization uses the AI Voice profile.

Still stuck? Submit a request or .