Service level agreements (SLA)

A service level agreement (SLA) is a clear promise to your customers: we reply within this long, and we resolve your request within that long. You write the promise once as a policy; Hadir Chat applies it to conversations, shows agents what is about to fall due and what is late, and gathers the results in a report.

Before you start

• Creating policies and pausing the clock for prayer need an Administrator.
• SLA policies are available if your plan includes them. When you build your own plan, they are in the Enterprise and governance group. Pausing for prayer is available on every plan.

Create a policy

1. Open Settings, then SLA. The Service Level Agreements page opens.
2. Select Add SLA (1).

3. Enter the SLA Name (1), such as "VIP customers" or "Wholesale". Add a Description if you like.
4. Set the times (2), choosing minutes, hours or days for each:
   • First Response Time: from the start of the conversation to the first reply.
   • Next Response Time: from the customer's latest unanswered message to the reply.
   • Resolution Time: from the start of the conversation to its resolution.
5. Turn on Only during business hours (3) if time outside the inbox's opening hours should not count.
6. Select Create.

Apply the policy to conversations

A policy reaches conversations through an automation rule:

1. Open Settings, then Automation, and select Create Automation.
2. Choose the event, such as Conversation Created, and add the conditions you need, such as a particular inbox.
3. Under actions, choose Add SLA, pick the policy, and select Create.

From then on, the header of each matching conversation shows what is left: FRT, NRT and RT, marked due or missed.

Pause the clock for prayer

At the top of the Service Level Agreements page is the Pause the SLA clock for prayer panel. When it is on, prayer time does not count, so an agent is not held to time nobody was there to answer in.

1. Turn on the switch (1).
2. Enter your city's Latitude and Longitude (2). The starting values are Riyadh's.
3. In Minutes paused per prayer, enter the length of the pause, between 1 and 120, the same for every prayer. The starting value is 25.
4. Under Prayers this workspace stops for, choose from Fajr, Dhuhr, Asr, Maghrib and Isha (3). Today's times for your coordinates appear next to them, so you can check they are right.
5. Select Save.

Each pause starts at the call to prayer and lasts the minutes you set. Times follow the Umm al-Qura method.

Note: the pause applies to policies with Only during business hours turned on, in inboxes that have business hours set. With it on, the real elapsed time is longer than the target written in the policy, so tell your customers if you promise them fixed times.

Follow the results in the report

1. In the sidebar, open Reports, then SLA.
2. Choose the period, and select Add filter to filter by SLA Policy, Inbox, Agent, Label or Team.
3. Read the metrics (1): Hit Rate (the share that met their times), Number of Misses and Number of Conversations with an SLA.
4. The table lists each conversation with its Policy and Agent. Select View Details (2) to see its SLA Misses and which times were missed.
5. To keep the data in a file, select Download SLA reports.

For the other reports, see Reports.