First reply
92.4%
+4.1%
Backlog
1,248
-3.2%
Escalation rate
37
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SLA analytics
SLA Metrics
| Metric | Current Value | Trend | Status |
|---|---|---|---|
| First reply | 92.4% | +4.1% | On track |
| Backlog | 1,248 | -3.2% | Improving |
| Escalation rate | 37 | +2.1% | Needs attention |