With the Service Level Agreement, agents have permanent alerts on the status of their tickets
Always trying to provide a better product for its customers, Meerkat adds a new functionality to its latest version of the Omnichannel tool Meerkat Cx 2.0, which is part of the improvements that we have been applying to our platform and that we have been discussing lately.
We refer to the SLA, Service Level Agreement . It consists of the definition of a certain period of time (usually a 24 hour period) within which the tickets generated by customers must be processed.
All tickets that do not comply with the established SLA will automatically appear with a red background on the ticket display. In this way, the operator is automatically visually alerted and can take the necessary measures to respond to the ticket.
As you can see, it is now very easy to visualize and track the generated tickets, and the agent does not have to require any additional display information in order to operate.
If you want to know more about Meerkat Cx 2.0 , please do not hesitate to contact us.