SLA & Response Time Targets

Service Level Agreements (SLAs) in Velaro let you define target response times for different conversation types. When a conversation is at risk of breaching its SLA, agents and supervisors receive alerts so they can prioritize accordingly.

SLA Concepts

Configuring SLA Policies

1. Go to Settings → SLA Policies → New Policy.
2. Name the policy (e.g., "Standard", "VIP", "Enterprise SLA").
3. Set targets:
   • First Response Time — e.g., 2 minutes for live chat, 4 hours for email.
   • Next Response Time — e.g., 5 minutes for chat.
   • Resolution Time — e.g., 24 hours for email tickets.
4. Set the Warning Threshold — how many minutes before breach to trigger the warning alert.
5. Select Business Hours Only if SLA timers should pause outside of working hours.
6. Save the policy.

Applying SLA Policies to Teams and Channels

SLA policies are applied by team and/or channel. A conversation inherits the policy of the team it is assigned to. To assign:

1. Go to Settings → Teams → [Team Name] → SLA Policy.
2. Select the policy from the dropdown.

You can also apply different policies by channel. For example, SMS conversations might have a tighter FRT target than email. Configure channel-level overrides under Settings → Channels → [Channel Name] → SLA Policy.

SLA Escalation Rules

When an SLA warning or breach occurs, Velaro can automatically:

• Send a notification to the assigned agent and supervisor.
• Change the conversation priority to High, placing it at the top of the queue.
• Reassign the conversation to a backup agent or team if the assigned agent is unavailable.
• Send a customer acknowledgment message apologizing for the delay (optional — use carefully to avoid over-promising).

Configure escalation rules in Settings → SLA Policies → [Policy Name] → Escalation.

SLA Reporting

In Reports → SLA Performance:

• SLA Achievement Rate — percentage of conversations where each time target was met.
• Average FRT/NRT/Resolution Time — actual averages compared to targets.
• Breach Analysis — which teams, agents, and channels breach most often.
• SLA Heatmap — time-of-day view showing when breaches are most common, helping with staffing decisions.

SLA Pausing

SLA timers automatically pause when:

• A conversation is set to Pending (waiting on the customer to reply).
• Outside of configured business hours (if Business Hours Only is enabled for the policy).

When the conversation returns to active (customer replies, or business hours resume), the timer resumes from where it paused.