SLA

SLA Articles

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 Ticketing > Labels, 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 Analytics > SLA. From that point you can click on the figure under the Tickets column and select the relevant target date.

How do I set the SLA tracking?

SLA (Service Level Agreement) Tracking allows you to get a clear picture of your support performance and activity.

Tickets that are waiting for longer than the SLA period defined will be marked as 'Overdue' in your inbox.

In the AI Console, go to Analytics > SLA.
Under Tickets SLA Tracking, click SLA Settings .

Set the following SLA Tracking conditions:

Name	Description
Ticket SLA Resolution Time	SLA for closing tickets
Ticket SLA Response Time	SLA for replying to incoming tickets.
Business Hours Tracking	Determine the working days and hours on which the SLA will be tracked. You can chose between calculating the service availability by your service center working hours (specific days and hours or 24/7). You can also define specific days (as holidays) to be excluded from the calculation.

How can I retrieve the list of emails of users who escalated?

You can download the tickets report in excel spreadsheet. The report includes the list of emails.

To download the report, please follow the instructions below:

Go to Analytics > SLA.
Click Download Tickets Report and choose the relevant month:
In the Excel file, look for the User email column to find the list of emails by users.

How do I measure Bold360 AI business value?

Depending on your business goals, there are numerous KPIs for tracking the benefits of your Bold360 AI implementation.

KPIs can be prioritized, baselined, and tracked across time. Some KPIs are tracked within Bold360 AI, while others can be extracted from your complementary business operations systems.

Here are some KPIs you may want to consider:

Category	KPI	Comment
Self-service centricity & success	Percentage of self service interactions out of all interactions
Self-service centricity & success	Percentage of human assisted contacts originating from self service
Self-service centricity & success	Percentage of self service success rate	Bold360 AI dashboard
Assisted channels	Chat volume	Normalized: visits/customers
Assisted channels	Inbound Phone Calls	Normalized: visits/customers
Assisted channels	Emails and tickets	Normalized: visits/customers
Workforce effectiveness	Amount of emails and tickets
Workforce effectiveness	AHT (average handle time)
Workforce effectiveness	SLA compliance
Workforce effectiveness	Average ticket resolution time (elapsed)
Customer Experience	Customer effort score (CES)
Customer Experience	Net promoter score (NPS)
Customer Experience	Customer satisfaction (CSAT)
Customer Experience	Channeling accuracy (e.g. from LP)	Also for WF effectiveness
Business results	Sales conversion rate
Business results	Churn/attrition

Tickets SLA Tracking

SLA charts enable tracking your ticketing handling performance.

The Response Time and Resolution Time charts show you information regarding tickets first response average time (Response Time) as opposed to tickets closing average time (Resolution Time).
The Tickets Status Overview list displays the values of different ticketing statuses, including: replies, open, closed and overdue tickets for last week. Please click on one of the metrics to get a chart for daily/weekly/monthly data.
The Goal Overview pie chart displays the percentage of Good SLA, Fair SLA and Overdue according to your goal settings.
The Label Statistics chart displays the values of different ticketing parameters for the defined period, sorted by custom labels such as sales or urgent. Click here to find out how to define the labels you want to track.
The Agent Performance chart displays the values of different ticketing statuses, including: replies, open, closed and overdue tickets for the defined period, per agent.
Note: Data is displayed according to the SLA settings in your account. You can change it by clicking Settings.

See How do I set tracking?

Export Tickets' SLA Information

To export tickets' SLA information, do the following:

Go to Analytics > SLA.
On the upper right side of the screen, click on Download Tickets Report..
Select the month and year to export. You can also select a label and choose to include ticket correspondence (both are optional).
Click Download Report
Note: The data is exported in XML/ CSV format.

Why do I see different figures in the exported SLA data (compared to the dashboard data)?

The exported SLA data is based on UTC+0. The dashboard SLA data is based on the viewer's time-zone.

Announcements

Genesys DX/Bold360 End of Life: January 2024

The Genesys DX (Bold360) platform will end of life on January 31st, 2024. This difficult decision was announced in March, 2023.

Genesys continues to make a strong commitment to Genesys Cloud, while tightening the portfolio to further accelerate feature growth on the platform. Part of that included bringing over key Genesys DX features to Genesys Cloud CX, such as Knowledge Optimizer that focuses on ease-of-use knowledge management. Digital only licenses for Genesys Cloud were also introduced late last year, which are suitable to those who are not looking for voice capabilities or who need agent seats that only feature support for digital channels.

Details on the end of life timeline

As of January 31st, 2024, access to Genesys DX product interfaces and customer-deployed components stop to function. Users will no longer be able to log into product interfaces, and all of the boldchat/bold360/nanorep domains will become unavailable for use. If you are curious on what the code on your website related to this might look like and how to remove it, we encourage referencing this post on the DX community.

After January 31st, 2024, admins will still be able to get access for an additional 30 days. This period is meant to allow for extracting the necessary data from the platform. Historical data extraction from your account will be available to retrieve by data extraction APIs (Bold360 APIs and Nanorep APIs).