By Edwin Margulies
If you are contemplating the use of a social engagement for customer care platform, it's a good idea to get a handle on SLA metrics. Just like in standard telephone-based contact centers, social command centers need metrics too! Here is a quick run-down of the most common metrics and an SLA timeline anatomy to act as a visual guide.
We can start from the very beginning of when a particular social post item enters into your engagement system. This is called the “Start Time.” This is the timestamp for when a social post item first entered into the social engagement platform and before the item is assigned to an agent.
It is important to understand that there are built-in delays between the actual publish date (when an author actually posts an item) and the time that post enters into your engagement system. This is owing to the delays introduced by aggregators or other social feed providers. These delays can be a few minutes or sometimes hours depending on network traffic.
The easiest parallel to draw here is with a telephone-based contact center. The “start time” is when the ACD answers the call, not when the person started dialing the phone. I mention this because you don’t want to penalize agents or groups of agents based on their overall performance if you are looking at publish date. The publish date is important to know, but it is not always representative of when agents actually had the opportunity to engage.
Social SLA Timeline
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