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.