How to View Ticket SLA Metrics?

Viewing SLA metrics allows tracking service level timers for tickets, such as first response time, time to close, and time in status.

When Needed

  • You need to track whether SLA is being met for the ticket.
  • You need to see how much time is left until SLA violation.
  • You need to check performance metrics of work on the ticket.

What's Important to Know

  • SLA metrics — timers that track time of performing various actions with the ticket.
  • TFR (Time to First Response) — time until first operator response.
  • TTC (Time to Close) — time until ticket closure.
  • TIS (Time in Status) — time spent by the ticket in a specific status.
  • NRT (Next Response Time) — time until next operator response after first response. Timer starts with each new client message and automatically restarts with new messages until operator response. When deadline is violated, the ticket is automatically escalated to the "Overdue" folder.
  • SLA Violation — if time has expired, the system shows a violation indicator.

Prerequisites

  • You are logged in with operator or supervisor rights.
  • You have an open ticket with configured SLA metrics.

Step-by-Step Instructions

1. Open Ticket

  1. In the OperatorLine module, find the needed ticket in the chat list.
  2. Click on the ticket to open it.

2. View SLA Metrics

  1. In the right details panel, find the "SLA Metrics" section.
  2. If the ticket has configured SLA metrics, they are displayed in this section.
  3. View available metrics:
    • TFR (Time to First Response) — timer of time until first operator response to the ticket.
    • TTC (Time to Close) — timer of time until ticket closure.
    • TIS (Time in Status) — timer of time in current status.
    • NRT (Next Response Time) — timer of time until next operator response after first response (if configured). Timer starts with each new client message and automatically restarts with new messages until operator response.

3. Interpret Timers

  1. Each timer shows:
    • Remaining time — how much time is left until SLA violation (if time has not expired).
    • SLA Violation — if time has expired, the timer shows how much time SLA was violated by.
    • Indicator color — green (within SLA), yellow (close to violation), red (SLA violated).

4. Check Metric Status

  1. Check if all metrics are within SLA (green indicators).
  2. If there are metrics close to violation (yellow indicators), pay attention to them.
  3. If there are SLA violations (red indicators), immediate action is necessary.
  4. For NRT metric, check:
    • Whether the timer is active (starts with new client message).
    • Whether it automatically restarts with new messages until operator response.
    • If NRT is violated, the ticket is automatically escalated to the "Overdue" folder.

5. View NRT in Ticket Table

  1. In the ticket table (if table view is used), the NRT metric is displayed with status indicators.
  2. NRT status can be:
    • Success — operator responds to all client messages on time.
    • Overdue — time until next response has expired, ticket escalated.
  3. Indicators help quickly identify tickets that need attention.

What Happens After

You see the current state of SLA metrics:

  • You can track progress of SLA compliance.
  • You can respond in time to potential violations.
  • You can analyze performance of work on the ticket.

How to Verify It Worked

  • Check that SLA metrics display in the right details panel.
  • Check that timers update in real time.
  • Check that SLA violation indicators display correctly.

Important Notes

  • ⏱️ Real Time: SLA metrics update in real time — timers show current state.
  • 🚨 SLA Violation: If time has expired, the system shows a violation indicator — this is important for controlling service quality.
  • 📊 Analytics: SLA metrics are used for analytics and performance reports — SLA compliance affects overall quality indicators.
  • 🔄 NRT (Next Response Time): The NRT metric controls client service quality and ensures timely operator responses to all client messages, not just the first one. When deadline is violated, the ticket is automatically escalated to the "Overdue" folder, which helps respond to problems faster.
  • ⚡ Automatic NRT Restart: The NRT timer automatically restarts with new client messages until operator response, ensuring correct tracking of client waiting time.