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.
- In the AI Console, go to , hover over the relevant label and click Edit.
- Under SLA select Track SLA Statistics for this label
- Schedule a custom tracking time, select Use custom SLA goals for this label and set the time according to your preference.
- Click Save.
Once you have the SLA tracking enabled, you'll start seeing data in the Label Statistics (under the
. From that point you can click on the figure under the Tickets column and select the relevant target date.