SLA metrics are used for measuring agent/community manager response times against pre-set objectives (in consideration of business hours, if applicable) to determine brand and employee performance.

To Set Up SLA Configuration

1. Click the New Tab icon . Under the Sprinklr Social tab, click Reporting within Analyze.

2. Click the Dashboard Menu icon  in the top-left corner and select SLA under Dashboards.

3. In the top-right corner of the dashboard, click on the Filter icon .
   

4. In the top-left corner of the dashboard, select SLA: Select SLA tab and click SLA Preset.
   

5. On the Apply SLA Configuration window, enter the configuration details. For more information, see SLA Configuration — Field Descriptions.
   ​

6.  In the bottom-right corner, click Save & Apply to confirm your changes. Once saved, you can hover over the configured preset from the SLA Presets dropdown menu and click the Edit icon  or Delete icon  alongside it to make changes or delete the SLA configuration, respectively.

SLA filter at Dashboard Level

On Standard Dashboard

SLA filter is available for Standard Dashboard. When you clone the Standard Dashboard, the SLA preset filter gets automatically applied to the cloned dashboard.

1. Click the New Tab icon . Under the Sprinklr Social tab, click Reporting within Analyze.

2. Click the Dashboard Menu icon  in the top-left corner and select SLA standard dashboard under Dashboards.
   

3. In the top-right corner of the dashboard, click on the Filter icon .
   

4. In the top-left corner of the dashboard, click the SLA Presets drop-down menu and select the SLA filter of your choice. 
   

On Custom Dashboard

The SLA filter can be applied to all the widgets in the custom dashboard as well. Hence, this removes the hassle of filtering at the individual widget level in the custom dashboard and saves time.

1. Click the New Tab icon . Under the Sprinklr Social tab, click Reporting within Analyze.

2. Click the Dashboard Menu icon  in the top-left corner and select SLA Custom dashboard under Dashboards.
   

3. In the top-right corner of the dashboard, hover over the options icon   and click Set SLA Preset in the drop-down menu to select the SLA filter of your choice. 
   

   Note: For multiple teams, including those in different time zones, it is best to create multiple configurations. The SLA filter applied to the Parent Dashboard is passed on to the extended Child Dashboard.  If the SLA filter already exists at the Widget level then the Dashboard level filter won't be affected. If a user clones an existing dashboard having an SLA filter then the same filter applies to the cloned dashboard.

Response Time

Inbound messages arrive in real-time. As a user replies to the inbound message, the outbound message is time-stamped. The SLA is calculated by taking the difference in time according to the pre-set configuration guidelines. SLA is counted only when there is a response. If 100 messages come in but a user responds to 5, the SLA will calculate the average for those 5 responses. 

For example: If the business hours and working days are set from 9 am - 5 pm Monday through Friday and the Inbound Message is created on Sunday at 11 pm when a user responds at 9:15 am on Monday morning, the Response Time will be calculated as 15 minutes. If the SLA threshold was set to 30 minutes, then the post will be considered to have met the SLA.

Other Considerations

• SLA applies to all inbound messages. Inbound can also include persistent searches.

• SLA applies to all replies made from the Sprinklr platform. SLA only tracks replies made from the platform. If replies are made on the native channels, SLA is not tracked.

• You can choose to view Reporting by individual clients and/or accounts. 

• Making a configuration change to one SLA dashboard will not configure the others.

• SLA is only calculated on the SLA dashboard itself through the UI. It is not a metric that is stored in the custom metric builder for additional analysis.

• If business hours are set and messages come in outside of business hours, the SLA will be calculated once the business hours of operation start.

SLA Best Practices

• Configure SLA preset by Account, Account Group, or User Group.

  • Make sure the company has organized these dimensions correctly to calculate SLA for the team or client user as a whole.

• Do not manage different SLA presets by User.

  • 50 users do not mean there should be 50 presets.

• Do not have confidential information visible, since all SLA presets will be available to all users within your Client environment.

SLA Reporting Best Practices

• SLA can be configured on a weekly basis allowing users to indicate what days of the week no staff is on duty.

• In the case of needing to run a monthly report with a holiday, you should create a holiday SLA preset, and run the report for the weeks of normal hours, and then run the report with the holiday preset for the week with the holiday.

SLA Configuration — Field Descriptions