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SLA Breach

What is an SLA breach?

An SLA breach (or violation)
happen when your agents don’t resolve their cases in time. You’ve essentially broken a promise to your customers that you’ll help them within a certain period.

Breaches should be taken seriously, but also used for reflection. Is there a root cause for the SLA breaches you’re seeing?

In addition, escalations are often used to make sure that cases that have breached their SLAs get the attention they need.

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