Analytics
SLA and Entitlement
SLA templates can define goals that vary based on a Customer's attribute values. For example, using the "Entitlement" Customer Attribute:
| Entitlement | First Response Time (FRT) Goal |
|---|---|
| Premium | 1 hour |
| Standard | 3 hours |
This allows a single SLA template to apply different targets to different Customers automatically, based on each Customer's configured attribute value, rather than requiring a separate template per Customer.
Reporting and Data
Ticket visibility in reports and dashboards follows the same scoping as the Agent UI:
| Role | Reports & Dashboards |
|---|---|
| Customer User | Own tickets only |
| Customer Executive | All tickets for their own Customer |
| Tenant Admin | All tickets, across all Customers |