Service levels your institution can actually hold itself to
Group service-level targets into policies, measure response and resolution against them in business hours, escalate before they slip, and see every breach — across cases and branch queues alike.
Capabilities
What SLA Management gives you
Policies & targets
Group targets into policies; each target measures one metric for a scope, and the most specific scope wins over the institution default.
Response & resolution clocks
Time to first response, time to assignment and time to resolution are measured on every case from the moment it is raised.
Escalation before breach
Warning thresholds raise attention while there is still time to act, rather than reporting the failure afterwards.
Breach tracking
Breaches are recorded against the case and the policy, so patterns are visible instead of anecdotal.
Business-hours basis
Clocks run on your working calendar, so a request raised late in the day is judged fairly.
Queues as well as cases
The same policies cover branch waiting and service times, so the standard is one standard.
How it works
From first touch to resolved
- 1
Define
Set the targets your institution commits to, and group them into policies by scope.
- 2
Measure
Every case and every queue ticket runs against the policy that applies to it.
- 3
Intervene
Warnings escalate the ones at risk; breaches are recorded for review.
- 4
Report
Attainment and breach trends feed the analytics leadership reads.
Included
Everything in the module
- Institution-default and scoped policies
- First-response, assignment and resolution targets
- Queue wait, service and total-time targets
- Satisfaction targets alongside time targets
- Warning thresholds ahead of breach
- Business-hours and calendar basis
- Most-specific-scope-wins resolution
- Breach records on case and policy
- Service-level analytics and reporting
See SLA Management on your data
A 30-minute tailored walkthrough with our team — no commitment.