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.