Get a complete view of your Service Level Agreement (SLA) performance with Agentforce SLA Summary. Track essential metrics including SLA breach data and trends, milestone performance, and service representative workload and efficiency. Quickly identify risk indicators, monitor average response and resolution times against defined targets, and identify records that are closest to missing an SLA.
Where: This change applies to Lightning Experience in Professional, Enterprise, Performance, Unlimited, and Developer editions with the Service Cloud with the Agentforce Employee agent add-on.
Who: Agentforce SLA Summary is available to admins and supervisors.
How: From Setup, find and select Agentforce Agents. Open Agentforce Employee Agent in Builder and add the SLA Insights topic to it. Save, test, and activate the agent.