Overview
Define SLA policies, calendars, business hours, holidays, pause rules, service contracts, entitlements, priorities, escalation rules, and live SLA attention.
Problem
Response and resolution commitments need consistent clocks, pause behavior, risk visibility, and escalation across queues and service contracts.
Solution
Attach SLA and entitlement rules to Agent Desk cases and continuously monitor at-risk and breached work.
How it works
Agent Desk tracks SLA instances and clocks, pause intervals, attention state, escalation events, service-contract entitlements, and policy-driven or manual escalation.
Who is this for
Support Administrator
Supervisor
Expected outcomes
- Consistent first/next response and resolution control
- Visible at-risk and breached workload with governed escalation
Key metrics
Gallery
Security impact
- SLA policies, calendars, entitlements, clocks, pause intervals, and escalation state · PII: yes where requester, conversation, attachment, identity, or case context contains personal data
Compliance
- Workspace permissions, Agent Desk resource authorization, visibility policy, audit, retention, and legal-hold controls
Availability & next steps
Free
Team
Pro
Enterprise