Overview
First response, next response, and resolution clocks with business hours and holidays.
Problem
Static inboxes lack reliable SLA clocks; managers cannot proactively avoid breaches.
Solution
Agent Desk provides policy matrices by priority/channel/tier, pause rules, and breach-imminent alerts with auto-escalation.
How it works
Define policies once, apply per queue. FlowForge escalates or reassigns at risk. InsightLake tracks hit rates by queue and agent.
Who is this for
Support Manager
WFM / Operations
Expected outcomes
- Higher SLA compliance with fewer manual chases
- Predictable response times across time zones
Key metrics
SLA hit rate
Baseline
82 %
Target
95 %
Breach-imminent tickets auto-resolved
Baseline
0 %
Target
60 %
Gallery
Downloads & templates
Case studies
FinServ boosts SLA from 80% → 97%
Breach alerts + load-aware routing closed the gap.
Financial Services Enterprise EU
Security impact
- Ticket timestamps & status metadata · PII: minimal
Compliance
- SOC2 (monitoring & alerting)
Availability & next steps
Team
Pro
Enterprise