Set up SLA / Metric for

Does anyone know how to set up an SLA for:

  • First Call Resolution
  • Ticket responded to within X minutes


I’m not so sure about First Call Resolution, but you should be able to set the “responded within X minutes” without any problems.

Only thing I’m not sure about if this can be stand alone.

Thanks for the reply - I managed to figure it out. Somehow the answer always comes to me after I’ve asked for help…

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