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.

  1. In the 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.

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.

  1. In the AI Console, go to Analytics > SLA.
  2. Under Tickets SLA Tracking, click SLA Settings .
  3. 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:

  1. Go to Analytics > SLA.
  2. Click Download Tickets Report and choose the relevant month:
  3. 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:

  1. Go to Analytics > SLA.
  2. On the upper right side of the screen, click on Download Tickets Report..
  3. Select the month and year to export. You can also select a label and choose to include ticket correspondence (both are optional).
  4. 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.

Featured

Allowlists and the Bold360 platform

Allowlists and the Digital DX AI platform

To use Genesys DX, you may want to allowlist certain URLs so that its connected services are able to connect.

We recommend you add the following URLs to your network's allowlist:

  • *.boldchat.com, *bold360.com - Genesys' service for adding chat to websites
  • *.nanorep.co ? The site for customers who have access to the Bold360 AI platform (Service, Advise, and Acquire)
  • authentication.logmeininc.com, auth.bold360.com - LogMeIn's sign-in service
  • launch.bold360.com, myaccount.logmeininc.com, profile.logmeininc.com - LogMeIn's MyAccount page, where you can manage and access all your LogMeIn products

*** Please note that *.logmeininc.com domains and IP Addresses/ranges are only needed temporarily while the BoldChat/Bold360 platforms complete their migration to Genesys architecture.

Note: This list includes sub-domains for the listed domains, so it is advisable to use wildcard rules wherever possible when you allow or block any LogMeIn service on your network. Specifically, we recommend you to allow *bold360.com and *logmeininc.com. The services themselves communicate using port 443 (HTTPS/SSL) and port 80, so you don't need to open any additional ports within a firewall.

LogMeIn IP ranges

We recommend you add LogMeIn domains and URLs to your network's allowlist instead of allowing LogMeIn IP ranges. If that is not feasible, refer to the list of LogMeIn IP addresses.

CIDR Notation Numeric IP Range Netmask Notation
67.217.80.0/23 67.217.80.0 - 67.217.81.255 67.217.80.0 255.255.254.0
95.172.70.0/24 95.172.70.0 - 95.172.70.255 95.172.70.0 255.255.255.0
173.199.52.0/23 173.199.52.1 - 173.199.53.254 173.199.52.0 255.255.254.0

IP addresses for the sign in service

To sign in to your Bold360 work environment, you must allow LogMeIn's sign-in service. To do that by IP addresses, add the following IPs to your firewall settings:

  • 34.199.209.240
  • 35.173.84.18
  • 78.108.120.24
  • 173.199.2.47
  • 173.199.4.47

Email addresses for the sign in service

Make sure you allow the following email addresses so that identity-related and authentication emails are received:

  • noreply@logmein.com
  • support@bold360.com

Third-party IP Ranges

You must also allowlist ranges for these third-party services based upon your use of these service providers:

Email Domains

For email invitations and correspondences from us and the BoldChat/Bold360 software, we recommend allowing the following email domains through your email's spam and allowlist filters.

  • noreply@logmein.com
  • support@bold360.com

*** Please note that *.logmeininc.com domains and IP Addresses/ranges are only needed temporarily while the BoldChat/Bold360 platforms complete their migration to Genesys architecture.

 

Update as of September 14, 2021

Beginning on October 9, 2021, additional changes are taking place as part of the migration process of the DX platform from LMI to Genesys. The failover will take place in 3 stages from LMI on-premise data centers to Genesys cloud-based environment which provides robustness, flexibility and better scalability to the DX platform.

[ACTION] - If you allow list Agent (formerly known as BoldChat) by domain (preferred to DNS or IP allowlisting), you will need to allowlist the following domains in your organization's network/firewall:

  • bold360.com
  • boldchat.com

Alternatively, you can allowlist the following DNS servers:

Ireland

  • eub-app16-01.boldchat.com
  • eub-app16-02.boldchat.com
  • eub-app16-03.boldchat.com
  • eub-app16-04.boldchat.com
  • eub-app16-05.boldchat.com
  • eub-app16-06.boldchat.com
  • eub-app16-07.boldchat.com
  • eub-app16-08.boldchat.com
  • eub-app16-09.boldchat.com
  • eub-app16-10.boldchat.com
  • eub-app16-11.boldchat.com
  • eub-app16-12.boldchat.com

Frankfurt

  • eub-app17-01.boldchat.com
  • eub-app17-02.boldchat.com
  • eub-app17-03.boldchat.com
  • eub-app17-04.boldchat.com
  • eub-app17-05.boldchat.com
  • eub-app17-06.boldchat.com
  • eub-app17-07.boldchat.com
  • eub-app17-08.boldchat.com
  • eub-app17-09.boldchat.com
  • eub-app17-10.boldchat.com
  • eub-app17-11.boldchat.com
  • eub-app17-12.boldchat.com

[ACTION] - If you allow-list Agent (formerly known as BoldChat) by IP, here are the IPs you will need to allow list in your organization in order to avoid connectivity issues with the new Data Center on October 9th:

Ireland

  • 34.246.13.84
  • 54.155.23.252
  • 46.137.48.149
  • 34.254.28.102 5
  • 2.49.80.82
  • 63.33.229.51
  • 54.75.218.75
  • 54.216.206.26
  • 34.246.145.123
  • 52.212.90.186 5
  • 4.77.148.81
  • 34.251.74.92

Frankfurt

  • 3.122.210.241
  • 18.192.113.151
  • 3.68.175.68
  • 18.196.140.195
  • 3.68.178.202
  • 18.194.200.171
  • 18.198.110.95
  • 18.192.7.127
  • 3.65.55.253
  • 3.64.238.21
  • 3.64.109.185
  • 18.198.123.19