More control over every request. More visibility over service quality.
VoyaMetrics SLA organises, tracks and monitors service requests, supporting operational management and compliance with agreed service levels.
From a shared mailbox to controlled service
Without SLA
- Customer requests lost in shared mailboxes
- No defined deadline and no alert before expiry
- Hard to know who is handling each request
- Unknown response and resolution times
With VoyaMetrics SLA
- Every request becomes a ticket with a status and an owner
- SLA deadlines with “expiring” and “overdue” alerts
- Triage by team and assignment to staff
- Response, resolution and SLA compliance indicators
The supervisor dashboard, live
A global view of every team: SLA compliance, pending, assigned, in progress, resolved and breached, with the list of tickets to handle.
- 01Filters by team and employeeTechnical support, billing, sales and any other configured teams.
- 02Deadline alertsExpiring and overdue tickets always in view.
- 03Status of every requestPending, assigned, in progress or resolved, with an owner.
Analytical reports on the service delivered
Received, resolved, SLA compliance, average resolution time, first response, time to assign and satisfaction, by period and by team.
- 01Period summaryOverview of SLA compliance, requests and overdue items.
- 02Service timesFirst response, time to assign, resolution in business hours.
- 03ExportExcel, PDF and a leadership PDF.
VoyaMetrics SLA modules
Ticket centre
To handle, mine, pending, assigned, in progress, to link and resolved.
Requests received by email organised as tickets, with replies and signatures.
Client management
Configuration of each client, teams and associated mailbox.
Users and access
Per-user profiles, individual passwords and multi-factor authentication.
Triage rules
Routing of requests to the right team.
SLA
Service deadline settings, with expiry alerts.
Supervisor dashboard
Live activity across all teams.
Calendar
Meetings and commitments for the service team.
Reports
Service indicators exportable to Excel and PDF.
Service tracked, request by request
- Centralised, organised requests
- Greater control over tickets
- Tracking of team activity
- Visibility over response and resolution times
- Structured customer service processes
- Better ability to monitor the service delivered
How it is used
Corporate clients with contracted SLAs
Control of agreed deadlines and a compliance report by period.
Customer service teams
Requests distributed by team and employee, with nothing forgotten.
Daily supervision
Overdue and expiring requests identified at the start of every shift.
Available on its own or as part of the complete suite
VoyaMetrics SLA can be purchased separately. Together with Analytics and CRM, it completes the management view of the business.
See the applications at work in the context of your business.
Book a demo of the complete suite or of a single application. There is no obligation to buy all three.