Your question is Ensure SLA Compliance in Customer Support. Take a moment with it on the right.
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TechCorp provides a SaaS platform with a customer support team that operates under strict service level agreements (SLAs) promising responses to 90% of inquiries within 24 hours. Recently, the support team has reported a decline in SLA compliance from 92% to 85% over the last quarter, raising concerns from the VP of Customer Experience regarding customer satisfaction and retention.
| Data Source | Description | Granularity |
|---|---|---|
| support_tickets | Ticket data including timestamps for creation and first response, priority level, and resolution status | Per ticket |
| agent_performance | Agent-specific metrics such as ticket resolution time, response times, and workload | Per agent |
| customer_feedback | Customer satisfaction ratings and comments post-interaction | Per ticket |
| escalation_log | Records of tickets escalated due to SLA breaches | Per ticket |