Weekly FCR And Resolution SLAs

By Thabang Mashiane

This page specifically represents the Customer Experience desk & Operations teams Time to First Contact Response & Time to Resolution SLA summary reports on the following frequency:

  • Weekly measurements from Monday - Friday 8:00-17:00, Saturday 8:00-13:00

  • Monthly measurements overall as above

  • Quarterly measurements overall as above

Target Time to First Contact Response: (Overall)

90%+

Target Time to Resolution: (Overall, this is not yet specific to P1-P4 refinement due later)

80%+

 

Related content