How to Use SLAs in Personio Conversations

 

The SLA feature is only available to customers on the Premium Conversations package. Contact your Growth Manager to learn more.

This article explains how to set up service-level agreements (SLAs) in Personio Conversations. You will also learn how SLA notifications work.

 

How to Set up an SLA Rule

You can set up SLA rules to define service goals for your teams in Conversations. This helps you to keep track of your teams’ performance and to maintain a high standard of support.

To set up an SLA rule, follow these steps:

  1. Click on Conversations in the main navigation bar in Personio. Conversations will open as a new window.
  2. Navigate to Settings > Team Settings > SLAs.
  3. Click +Add SLA rule. You will then need to select a team, select a category or categories, and define the goals, as explained in further detail below.
  4. Click Add rule.

 

Select a team

Note: For each team you can have at most one general rule that applies to all categories.

When setting up an SLA rule, you must select the team that the rule applies to. You can only set up rules for teams that you are a member of.

 

Select categories

You can select one or more categories that the rule will apply to.

SLA rules are considered independent. If you select the Apply to all categories option, then this will not be considered as a fallback for category-specific rules. If there are both general and category-specific rules set up, the category-specific one takes precedence.

Scenario:

You set a rule with a first response goal of two hours for the category Hardware Issues. You then create a second rule with a first response goal of one hour and select the Apply to all categories option.

The category-specific rule takes precedence and the first response goal of two hours for the category Hardware Issues will remain in place. 

 

Goals

Tip: The two SLA goals are only measured within the relevant team's working hours.

With each rule you can set two goals:

Time to respond: This goal measures the time between request creation and first reply that is not from the employee.

Time to resolve: This goal measures the time between request creation and request resolution, excluding any time spent in the Waiting status.

 

How to Edit or Delete an SLA

Note: When you edit or delete an SLA, this has an immediate effect on all requests relating to that team.

To edit or delete an SLA, follow these steps:

  1. Click on Conversations in the main navigation bar in Personio.
  2. Navigate to Settings > Team Settings > SLAs.
  3. Click the three dots icon to the right of the relevant SLA.
  4. Select Edit or Delete.

 

Getting Notified About SLAs

Note: In both the request list and request detail, the notification that you are shown relates to the goal that has the least time remaining and, as such, is the more urgent of the two. 

You can find notifications about the SLA status of a request in the request list and in the request detail.

 

Request list

You can find your team’s list of requests by clicking on Conversations in the main navigation bar in Personio and navigating to Requests. There are two types of notification badges:

A gray notification badge is displayed if the request is close to a SLA breach. This means that there is less than 20 percent of the SLA goal remaining. This badge will show the exact time that you have left to respond to, or resolve the request.

A red SLA breach badge is displayed if the goal is breached. This will appear when the time remaining to respond to, or resolve the request is zero.

 

Request detail

You can find details about a request’s SLAs by opening a request and navigating to the SLA tab within the right side panel. There are two types of indicators:

A yellow indicator is displayed if the request is close to an SLA breach. This means that there is less than 20 percent of the SLA goal remaining.

A red indicator is displayed if the goal is breached. This will appear when the time remaining to respond to, or resolve the request is zero.

When you open the SLA tab, you can see the details of the goals that apply to the request. These details are particularly useful for reporting and keeping track of progress. You can see the following details:

  • The goals that apply
  • For active and paused goals: how much time is left
  • For breaching goals: by how much is the goal overdue
  • For completed goals: how long it took to complete the goal
  • The status of the SLA: whether it is active, paused, breaching, achieved, or missed

 

More Information

You can find more information in the following articles.

 

 

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