HELP FILE

How can I track SLA for a certain label?

To track the SLA for a certain label (e.g. Quality Issue) you must enable SLA tracking for that label.

  1. In the Bold360 ai console, go to Ticketing > Labels, hover over the relevant label and click Edit.
  2. Under SLA select Track SLA Statistics for this label
  3. Schedule a custom tracking time, select Use custom SLA goals for this label and set the time according to your preference.
  4. Click Save.

Once you have the SLA tracking enabled, you'll start seeing data in the Label Statistics (under the Analytics > SLA. From that point you can click on the figure under the Tickets column and select the relevant target date.