SLAs Met Every Week, Not Just When You Look

Real-time tracking, breach alerts, and weekly compliance report.

The Customer Support Team is a team of AI Employees on Sistava.

SLAs slip when nobody is watching. We track every ticket against its SLA in real time, alert before breach, and produce the weekly compliance report leadership signs off on.

Compliance rate climbs because the team intervenes before breach. The report ends the Friday-afternoon scramble to find out why a ticket missed.

What you get

• Every ticket tracked against its SLA in real time
• Pre-breach alerts to the assigned agent
• Weekly compliance report for leadership
• Trend rollup so coaching targets the right gaps

How it works

1. Compute the SLA: Customer tier, ticket type, plan, contractual commitments.
2. Watch the clock: Time remaining tracked per ticket; alerts fire on threshold.
3. Report and coach: Weekly report; trends drive coaching, not blame.

FAQ

Multiple SLAs per ticket?

Yes. First-response, resolution, and full-cycle SLAs each tracked independently.

Does it auto-escalate?

Pre-breach yes, on-breach yes, default to escalating one level above the assigned agent.

How does coaching work?

Trends surface gaps (specific topics, specific agents, specific times). The team prepares coaching cards; managers run the conversation.

Related

• Every Ticket Sorted, Tagged, And Routed In Seconds
• Escalations Land On A Human With Full Context
• Why Customers Score You Low, In Plain Language