In this article, you will understand how to use the first response SLA indicator with your team and how to create surveys within it.

Within the Movidesk indicators catalog, there are some that are very useful for obtaining data from your team. For those who use SLA in their daily routine, it is essential to deliver responses or solutions to your clients on time.

Today, to obtain these results, we use a very important indicator.

 
This indicator measures which tickets are within the SLA deadline, which are past the deadline, and which tickets do not have any SLA contract linked to the ticket requester.

It is also possible to determine the time frame in which you want to obtain these results, i.e., what day, month, or year these results were obtained, considering the selected survey.

Surveys allow for more specific details in the SLA results of a team, for example, or even of specific agents, so it is very important to pay attention to them.

In this way, the indicator will show all tickets of this responsible party that are past the deadline, within the deadline, or without SLA contracts.

The indicator will show, regardless of the ticket status, whether it is resolved or canceled, at the moment when the call was classified and met the SLA rule criteria, it will show it in the indicator when searched.

Whenever you have doubts about why this ticket is displayed in this indicator, you can click on the ticket in “Options >> SLA Details,” where you will find more information about the SLA.

Finally, the First Response Indicator – Pizza is just one model of a first response indicator, and there are other very useful ones for obtaining results, including:

The benefit of choosing the pizza-style first response indicator is due to the model it provides in percentage for each metric; thus, it becomes much easier and more practical to calculate your company's SLA.