Business Hours in SLA Settings
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Wesley Schiesari
In the SLA settings, it is not necessary to configure business hours, they are not functional, the employee may be responding correctly within the stipulated SLA during business hours, but if the customer sends a message and the employee does not respond because they are out of business hours, it is negative, it is wrong, you have to consider only business hours, it doesn't make sense, I had to deactivate all the clients that I activated.
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Sergio Rodrigues Dias Junior
The current SLA reporting in HighLevel provides a good overall view of response times, but it doesn't help identify where the actual bottlenecks are.
Being able to filter SLA calculations by business hours (or by a custom schedule) would make this metric much more valuable.
For example, imagine an agent who only works during business hours and provides excellent response times. Once the office closes, no one is available to reply, but the SLA continues to run. As a result, that agent's average response time becomes artificially worse, even though they were never expected to respond outside their working hours. In other words, the metric no longer reflects the team's actual performance.
When we analyze SLA only within configured business hours, we can accurately identify which agents need to improve their response times and which processes need attention.
At the same time, analyzing SLA outside business hours also provides valuable insights. If a significant number of leads are arriving after hours, it may indicate the need to extend support coverage or make greater use of Conversation AI to engage customers while the business is closed.
This is why I believe HighLevel should allow users to configure business hours for SLA calculations. Having both an overall SLA and a business-hours SLA would provide much more accurate, actionable data for managing customer support performance.
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Shahab Ahmad
Hi team, this is quite frustrating and this feature is of absolutely no use without time provision. Average response time over a period of 24 hours while team works for 8 hours, how to track it? Please look into this and help us by improving this feature.
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Jordan Joel Acuña Suyo
Just log in to click on this, important, I would believe that without this, SLAs don't make sense, it takes time in the wee hours.
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Wesley Schiesari
Jordan Joel Acuña Suyo exactly, it keeps counting during the wee hours and on the weekend, it doesn't make sense