Call Details: Call Closure Time / SLA - Admin Panel

Purpose: Measure how long it takes to close a caller’s request.

Reading the panel

• Buckets show counts and percentages for closure times such as 0–10 minutes, 10–30 minutes, 30–60 minutes, 1–3 hours, 3–8 hours, 8–24 hours, and more than 1 day.

Actions to take

• Focus on the largest slow bucket first.

• Create checklists for repeat requests to speed up steps.

• Escalate items that often cross 24 hours.

Tips and good practices

• Share a simple service level target, for example close 80 percent within the same day.

• Track the trend each week after a process change.