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09 - First Response SLA
4 min
Created by Thiago Tamanini on 10/8/2020 12:08 PM
Updated by Karine Moreira on 9/24/2024 3:59 PM

With Movidesk's SLA module, it's possible to create rules stating that when a ticket is opened with certain criteria, it will have a time limit for the agent to respond to the customer.

The first response SLA is calculated from the date and time of ticket creation until the moment the agent adds the first public action to that ticket.

 

How to use the First Response SLA

To help with understanding, here's an example:

A ticket with the category “Problem” and urgency “High” was opened on 18/09 at 8 AM, and it was defined in your SLA that this scenario has a one-hour response deadline.

If the agent only adds the public action after 9 AM, that ticket will have its first response SLA marked as out of time.


In this way, we can extract metrics about your team's first response time.


Tickets within and outside the deadline

In the Indicators menu, there are charts that allow you to measure the number of tickets responded to within and outside the deadline, divided by team and by agent.


Time for the First Response

Within the main indicators, also in the Indicators menu, it's possible to see the average time for the first response in business hours and in elapsed hours.

In this indicator, the calculation is done by summing the time for the first response of each ticket and dividing by the number of tickets. This gives us the average first response time.

Variation is also shown, which is the % of time that increased or decreased compared to the same previous time period.


Creating Filters in Indicators

In all indicators, it's possible to set the time period you want to apply the search and also create filters to be applied to the indicators.

Example:

If you need to know if the tickets from customer X have their first response SLA within the deadline, you would create a filter and apply it to your indicator.


Measuring by Team or Agent

It's possible to measure the first response indicator by team or by agent. This way, you can identify which agents or teams have a higher demand or difficulty in responding to customers within the deadline.


Exporting to Excel

In every indicator, it is possible to export the presented values to Excel.


Managing your support team's response time is essential for measuring the quality of your service.

Every customer values prompt responses to their issues.

With these metrics, you can measure the time each agent takes to respond to a customer, making it easier to identify performance issues within the team.