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SLA compliance is the percentage of threads where your team met its configured response time target. Each thread gets one outcome: Achieved or Breached. Threads still within their SLA window are not counted until they reach one of those two states.

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How it’s calculated

Compliance % = count(Achieved) / count(Achieved + Breached) x 100 A thread reaches Achieved when a human reply arrives before the SLA deadline. It reaches Breached when the deadline passes with no human reply. Each thread is counted once, at the moment its outcome is determined. Re-opening a thread later does not change the original outcome. Only human replies count. AI-generated replies do not satisfy SLA requirements.

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Metrics

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Team member view

FRT SLA compliance covers threads where that team member sent the first reply. NRT SLA compliance covers threads where that team member sent the follow-up reply. Threads are credited to every agent ever assigned to them.

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Configuring SLA targets

SLA targets are set per tier in Settings → Tiers. You can configure separate FRT and NRT targets, optionally scoped by priority level or business hours.