Get a complete view of Service Level Agreement (SLA) adherence with Agentforce SLA Summary. Track key metrics like SLA breach data and trends, milestone performance, service rep performance and workload, and risk indicators. You can also monitor average response and resolution times against SLA targets, and see which records are close 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.