SLAs
The SLAs feature helps you monitor and manage response times for your compliance operations. Set internal service level targets for your team or for your BPO, automatically track activity on a case, and receive alerts when cases are at risk of breaching your defined thresholds.
Set your service level targets
Define your team's response and resolution time targets based on your operational standards.
Automatic breach detection
Ondorse continuously monitors every active case. When a case exceeds your defined SLA threshold, it's automatically flagged, giving your team instant visibility into which cases need immediate attention.
Filter and prioritize
Quickly filter your case list to show only cases that are currently breaching SLA targets. This helps your team focus on the most urgent matters first and ensure no customer is left waiting too long.
Visual alerts
Cases breaching SLA display a clear alert indicator, making it easy to spot at-risk cases at a glance. Click through to view the complete history and understand exactly where delays occurred.
Track waiting vs. processing time
The feature distinguishes between time spent waiting on the customer and active processing time. This gives you clearer insights into actual team performance and helps identify bottlenecks in your support workflow.
Use case: BPO and internal team tracking
If you operate a hybrid support structure with external BPO partners and internal teams, you can configure SLA tracking to differentiate between time spent by each group.
This provides clear visibility into:
- BPO performance: How quickly your external partner responds to and processes cases
- Internal team performance: How your in-house team handles escalations or specialised requests
- Handoff efficiency: Time lost during transitions between BPO and internal teams
- Resource optimization: Data-driven decisions about which cases to route where
This separation helps you benchmark performance across support models, identify bottlenecks, and maintain clear accountability when multiple teams collaborate on customer cases.
Fully customizable metrics
The BPO scenario is just one example. The configuration is fully customisable to match your exact organisational structure and support workflow. Define which metrics you want to measure, and Ondorse will provide granular performance insights for each one.
Key benefits
- Accountability: Set clear internal targets and track team performance against them
- Proactive Management: Identify at-risk cases before they become customer escalations
- Better Prioritisation: Focus team effort on the cases that need attention most urgently
- Performance Insights: Understand where your team is meeting targets and where improvements are needed
- Customer Satisfaction: Deliver more consistent response times and improve overall support quality
Updated 5 days ago