The customers Ben brings to Slack are the biggest and some of his most important ones. So when Gatsby makes SLA promises, he needs to make sure they are met. For months, Ben has been attempting to hit a 90%+ time to first reply SLA adherence and for months Ben was struggling. The biggest challenge is agents tend to only create tickets for the tougher requests, meaning, many tickets aren't getting captured and SLA measurements are inaccurate.Start hitting your metrics
In the first month of using Foqal Agent, Ben's team beat the target - hitting 91% SLA adherence. Ben also discovered his ticket volume double. Because all customer requests were now being captured, he realized that 50% of the work they were doing was never being ticketed or measured. With the added metrics, Ben understands the work coming from paid support, is able to measure and show what his team has accomplished, and even predict headcount expansion.