Overview
Surface response gaps, reopen loops, and negative sentiment across channels.
Problem
SLA risks hide across email, chat, and calls; managers see them only after a breach.
Solution
Chronicle flags risk signals on the timeline and aggregates them in a queue so leads can intervene early.
How it works
Filter timelines by “at risk” to find subjects approaching SLA. Pin the blocker activity and assign a follow-up task directly from the timeline card.
Who is this for
Support Lead
SRE / Ops
Expected outcomes
- Fewer breached SLAs
- Earlier escalation on complex cases
Key metrics
SLA breach rate
Baseline
6 %
Target
2 %
Mean time to escalate
Baseline
90 minutes
Target
30 minutes
Gallery
Downloads & templates
Case studies
SaaS North cuts breaches by 65%
Risk queues and pins enabled proactive work.
Software SMB EU
Security impact
- Timeline event metadata, SLA annotations · PII: minimal (contact)
Compliance
- SOC2 (monitoring & alerting)
Availability & next steps
Pro
Business
Enterprise