> ## Documentation Index > Fetch the complete documentation index at: https://docs.neuroncx.in/llms.txt > Use this file to discover all available pages before exploring further. # Track Agent SLAs > See how quickly and how well your agents respond, and find the calls, leads and bookings that missed the limit. 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](https://docs.neuroncx.in/sla/set-up-sla-rules). > [!NOTE] > > 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 **1. 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. **2. 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. ![1 Read The Cards](https://mintcdn.com/neuroncx/gI1QFRZLzjCdzFIY/images/1.Read-the-cards.png?fit=max\&auto=format\&n=gI1QFRZLzjCdzFIY\&q=85\&s=27474889f2c1a2836f975aa6ca1ad64a) 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. > [!NOTE] > > Your admin names the cards, so the names on your page may differ from the ones here. ## Agent Response Time **1. 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. **2. 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. | ![02 Missed Calls Tab](https://mintcdn.com/neuroncx/gI1QFRZLzjCdzFIY/images/02-missed-calls-tab.png?fit=max\&auto=format\&n=gI1QFRZLzjCdzFIY\&q=85\&s=6a2e23e2e65f551747af5282e182a17c) **3. 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. **4. 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. > [!TIP] > > The page keeps your tab, split, filters and sort in the page address. Copy the link to share exactly what you see. **5. 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**. ![05 Form Leads Tab](https://mintcdn.com/neuroncx/gI1QFRZLzjCdzFIY/images/05-form-leads-tab.png?fit=max\&auto=format\&n=gI1QFRZLzjCdzFIY\&q=85\&s=cc784567c59d258f1a5a8367d83b0ee8) **6. 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. **7. 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. ![03 Agent List](https://mintcdn.com/neuroncx/gI1QFRZLzjCdzFIY/images/03-agent-list.png?fit=max\&auto=format\&n=gI1QFRZLzjCdzFIY\&q=85\&s=5065c5651998d71a20647a5e45e38b6e) **8. 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". ![04 Agent Detail](https://mintcdn.com/neuroncx/gI1QFRZLzjCdzFIY/images/04-agent-detail.png?fit=max\&auto=format\&n=gI1QFRZLzjCdzFIY\&q=85\&s=0d348bcec3a10f33eb5166c4e911c1ba) > [!NOTE] > > 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. ![07 Call Metrix](https://mintcdn.com/neuroncx/gI1QFRZLzjCdzFIY/images/07-call-metrix.png?fit=max\&auto=format\&n=gI1QFRZLzjCdzFIY\&q=85\&s=7003734ba97a3a685de1f36dc858d2b5) * **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. ![08 Quality](https://mintcdn.com/neuroncx/gI1QFRZLzjCdzFIY/images/08-quality.png?fit=max\&auto=format\&n=gI1QFRZLzjCdzFIY\&q=85\&s=2697c44c88eeeed604fa8499f7ca5c07) ## 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**. ![09 Effort Charts](https://mintcdn.com/neuroncx/gI1QFRZLzjCdzFIY/images/09-effort-charts.png?fit=max\&auto=format\&n=gI1QFRZLzjCdzFIY\&q=85\&s=238bf757f5ac35e337bdbd75618962df) 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**. ![10 Effort List](https://mintcdn.com/neuroncx/gI1QFRZLzjCdzFIY/images/10-effort-list.png?fit=max\&auto=format\&n=gI1QFRZLzjCdzFIY\&q=85\&s=609edae64304e845084b16ca86b96514) > [!NOTE] > > 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. | ## Related pages > [card] [Set Up SLA Rules](https://docs.neuroncx.in/sla/set-up-sla-rules) > > Choose the rules, cards and tabs your SLA page shows. > [card] [Supervisor Console](https://docs.neuroncx.in/cx-ops/supervisor-console) > > Manage agents, attribution and SLAs. > [card] [Assessment](https://docs.neuroncx.in/assessment/audit.md) > > Review the call assessments behind Call Assessment Quality. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.