Response Targets (SLA) & Team Performance
At a glance
| Location | Settings → Response Targets (Timer icon); results in Sidebar → Dashboard → Team Performance |
| Plan | All plans, including the free tier |
| Related features | 3 |
Set how quickly your team promises a first reply. Conversations approaching or past the target are badged in the chat list, and the assigned agent plus any named managers are alerted on a miss. The dashboard Team Performance widget scores each agent on volume, chats handled, average first reply and percentage on target.
How to use
- Settings → Response Targets.
- Turn on response targets and set the number of minutes for a first reply.
- Optionally count business hours only (the schedule comes from Auto Reply → Business Hours).
- Choose who is alerted on a miss.
- See per-agent results in Dashboard → Team Performance.
Related features
FAQ
- How do I set a response time target?
- Can I get alerted when a customer waits too long?
- How do I see how fast each agent replies?
- Where is team performance?