Track Agent SLAs - NeuronCx

An SLA (service level agreement) is a limit your team commits to, for example “act on every missed call within 5 minutes”. The SLA page checks each missed call, lead, call assessment and booking against your limits and shows how often your agents meet them. This page is for supervisors and managers who read the SLA page. To set up the rules, cards and tabs behind it, see Set Up SLA Rules.

The SLA page covers the last 30 days at most. All times are shown in IST. After an admin changes a rule, the page shows the change within about a minute.

Open the page and read the cards

Open the SLA page and pick the dates

Open Cx Ops and click the SLA icon (the gauge) in the row of icons at the top.Pick the start and end date in the two date boxes. If you pick a range older than 30 days, the page shows “This page shows the last 30 days only” with the dates it used.The small old view link at the top right opens the previous version of the page.

Read the cards

Each card is one SLA your admin has set up. Every card has the same parts:

The big percentage: how often the limit was met.
The line after it: what the percentage means, with your limit, for example “of missed calls and leads responded to within 5m”.
X of Y: the counts behind the percentage.
A bar at the bottom.

The colour shows how you are doing: green at 80% or more, amber from 50% to 79%, red below 50%. A card shows a dash when nothing was judged in the dates you picked.Hover over the (i) on a card to read what it counts. Click a card to open its detail below the cards. The selected card has a darker border.

The usual cards are:

Agent Response Time: how often an agent responded to a missed call or a new lead within the limit. It has three tabs: Missed Calls, Form Leads and WhatsApp.
Call Metrix: the share of inbound calls answered and the share of outbound calls the customer picked up.
Call Assessment Quality: the share of agents whose average call assessment score is at or above the limit, for example 70%.
Customer Effort Score: the share of bookings that needed no more than the limit of contacts before the booking, for example 1.

Your admin names the cards, so the names on your page may differ from the ones here.

Agent Response Time

Pick a tab

Under Agent Response Time, click Missed Calls, Form Leads or WhatsApp. Each tab shows its own percentage. The top right shows the limit and when the rule last changed, for example “limit 5m · clock time · rule changed 21 Oct, 10:29”.A response is the first thing an agent does on the lead after the clock starts: a stage or phase change, a comment, an edit, or a call to the customer. Your admin chooses which of these count.The clock starts:

Missed Calls: when the call was missed.
Form Leads: when the lead was created.
WhatsApp: when the lead reached an agent.

Read the numbers

The numbers on the Missed Calls tab:

Number	What it means
Missed calls	Missed calls judged in the dates you picked.
Acted on within 5m	An agent acted on the lead within the limit.
Acted on late	An agent acted, but after the limit.
No agent change	No agent has acted on the lead yet, and the limit has passed.
Median response	The middle response time.
Pending	Still inside the limit, so not judged yet.

Number	What it means
Leads judged	Leads that were answered, or left untouched past the limit.
Answered within 5m	Judged leads answered within the limit.
Median response	The middle time to the first agent change on the lead.
Avg routing delay	From the lead being created to it being assigned to a person.
Avg agent delay	From the lead being assigned to the agent’s first response.
Pending	Untouched leads still younger than the limit, so not judged yet.
Untouched	Leads nobody has touched for longer than the limit.
In scope	Leads of this channel that the rule counts.

Choose who gets the credit

On Form Leads and WhatsApp, choose:

Primary Agent: only the assigned agent’s own response counts.
Any Agent: a response by a different agent also counts, credited to the assigned agent’s row.

Read the charts

Two charts sit above the list. Click Hide charts to fold them away.

How long to respond (on Missed Calls, How long until an agent acted on the missed call): how many were answered in each time band. Blue is within the limit, orange is over the limit, red is no response.
Where the misses are: one bar for each group, showing “misses / total · %”. Choose the grouping with the Split by buttons: Source, Stage or Phase. Source is chosen first unless your admin set another order.

The page keeps your tab, split, filters and sort in the page address. Copy the link to share exactly what you see.

Find the agents behind the numbers

Below the charts is one row for each agent.

Violations N shows only the agents with a missed limit. All N shows everyone.
Search by agent name or transaction ID.
A red dot marks an agent with a violation. Hover over the name to see why, for example “20 untouched past 5m”.
No agent assigned collects items that were never assigned to anyone.
Agents with nothing in the dates you picked show dashes.

The columns on Missed Calls are Agent, Missed Calls, Acted On In Time, Late, No Agent Change and Avg Response.The columns on Form Leads and WhatsApp are Agent, Assigned Leads, Answered In Time, No Response, Answered By Another Agent, Untouched, Median, Avg, Max, Avg Routing Delay and Avg Agent Delay.

Sort a column

Click any column heading. The first click sorts names from A to Z and numbers biggest first. A second click reverses the order. Empty values always stay at the bottom.Every list on the SLA page sorts the same way.

Open an agent's items

Click an agent’s row. A panel opens on the right with each item behind the numbers. On Missed Calls the columns are:

Missed At: when the call was missed.
Transaction: the transaction, with its source underneath. Click the number to open the transaction.
Status: In time or Late.
First Agent Change: when it happened, what it was (for example Stage Change) and who did it.
Time: how long it took.
Note.

Click Close to go back.

See what was left out

Some leads are not judged at all. The chip next to the search box shows how many, for example 232 left out ↗. Click it to open the list. The Why column gives the reason:

contact-less source (comes in booked): the lead came from a partner whose leads arrive already booked, for example Eka care, Medics or MediBuddy. Nobody needs to respond to them, so they are not judged.
The rule’s scope: your admin chose to leave out some stages, phases or sources. The panel subtitle shows the scope, for example “scope: Excl. source Eka care”.

The chip counts the leads left out for the main reason. The panel counts every reason, so its total can be a little higher.

Call Metrix

Click the Call Metrix card. It uses the phone system’s own call records.

The numbers: Inbound calls, Answered, Call answer ratio, Missed, Outbound calls, Outbound answered and Outbound answer ratio.
Inbound calls by source and Outbound calls by source: blue is answered (outbound: picked up), orange is not answered.
The table: one row for each source, with All sources as the last row. Columns are Source, Inbound, Answered, Missed, Answer Ratio, Outbound, Picked Up and Pick-up Ratio.

Call Assessment Quality

Click the Call Assessment Quality card.

The numbers: Agents assessed, Calls assessed, Average score and Lowest single call.
Agents by average score: how many agents fall in each score band. Orange is below the limit.
The list: Agent, Calls Assessed, Avg Score %, Lowest Call % and Verdict, for example “average below 70%”. A warning sign marks a very low single call.

The day runs until 23:59:59, so assessments made in the last second of a day are counted.

Customer Effort Score

Click the Customer Effort Score card. It counts the contacts a customer needed before booking. A contact is the lead being assigned to an agent, a WhatsApp session or a call. Calls are counted by when they started.

The line under the title: the average contacts per booking, the share sorted in one contact, and what was left out, for example “left out: 340 direct-booking sources, 43 booked with no contact”.
Contacts before booking: bookings by number of contacts (1, 2, 3, 4, 5+). Orange is over the limit.
Where the effort comes from: Split by Source or Channel.

The list opens on Most contacts 4+. Switch to Violations or All, or search by transaction ID. The columns are Customer, Transaction, Booking (booking number and date, or “2 of 2” when a lead booked more than once), Times Assigned, WA Sessions, Calls and Total.

Every booking counts, whatever its order status, including failed and cancelled ones, because the agent’s effort was spent either way.

Item stages

Stage	What it means	In the percentage?
In time	An agent responded within the limit.	Yes, counts towards it
Late	An agent responded after the limit.	Yes, counts against it
No response / No agent change / Untouched	Nobody responded, and the limit has passed.	Yes, counts against it
Pending	Still inside the limit, so not judged yet.	No
Left out	Never judged, because of a contact-less source or the rule’s scope.	No

The percentage is the in-time items out of all judged items.

If something looks wrong

What you see	What it means
”This institution has no active SLA rules. Add rules on the SLAs screen.”	No rule is switched on. Ask your admin.
A card shows a dash	Nothing was judged in the dates you picked. Widen the dates.
”This page shows the last 30 days only”	You picked older dates. The page used the last 30 days instead.
The list is empty after a search	Nothing matches. Clear the search box, or click All.
A source you expected is missing from a chart	Its leads may be left out (contact-less or the scope), or it is grouped under Other (N) at the bottom.
A red message with Try again	The page could not load. Click Try again. If it keeps failing, sign in again or ask your admin.
A card or tab you used to see is gone	Your admin switched its rule or group off, or moved it to another card.

Set Up SLA Rules

Choose the rules, cards and tabs your SLA page shows.

Supervisor Console

Manage agents, attribution and SLAs.

Assessment

Review the call assessments behind Call Assessment Quality.

​Open the page and read the cards

​Agent Response Time

​Call Metrix

​Call Assessment Quality

​Customer Effort Score

​Item stages

​If something looks wrong

​Related pages

Set Up SLA Rules

Supervisor Console

Assessment

Open the page and read the cards

Agent Response Time

Call Metrix

Call Assessment Quality

Customer Effort Score

Item stages

If something looks wrong

Related pages