SLA compliance broken down by department
Service CRM · Agentic AI & Analytics
SLA & Agent Analytics
Compliance by department, leaderboard, workload
app.quipcom.ai
Illustrative UI
Illustrative QuipAI screen — SLA compliance by department and agent leaderboard
SLA & Agent Analytics SearchAR
SLA compliance · by department
Refunds91%
Reschedule97%
Boarding94%
Payments88%
General98%
Leaderboard · this week
1PNPriya Nair41 resolvedCSAT 4.8
2ARAsha Rao38 resolvedCSAT 4.7
3DMDev Menon35 resolvedCSAT 4.6
4RSRahul Shah29 resolvedCSAT 4.7
5SASana Ali27 resolvedCSAT 4.9
In detail
What SLA & Agent Analytics does
Part of Agentic AI & Analytics in QuipCRM — Service CRM. The control plane for autonomous resolution, and the numbers that justify widening it.
An agent leaderboard alongside workload distribution across the team
Turns the same activity data used for escalation into a management report
Where it fits
Let AI resolve more, with the numbers to prove it
SLA & Agent Analytics is 8 of 8 modules in this area. Each one works on the same record.
The Service CRM workflow, end to end
SLA & Agent Analytics supports this flow alongside the other Service CRM modules.
- 01
Raise
The requester picks a department, sees the matching knowledge base, and only files a ticket if the answer is not already there.
- 02
Route
Category and tags set the SLA tier; the assignment strategy picks the agent; the notification matrix tells everyone who needs to know.
- 03
Resolve
The agent works one screen — thread, record, actions and QuipAI — while the SLA clock runs against business hours.
- 04
Learn
Deflection, accuracy, CSAT and SLA compliance are measured per category, which is what tells you where to let the AI take more.
Who uses it
Who works with SLA & Agent Analytics
Support Manager
Team dashboard, breach analysis, leaderboard, routing strategy.
- SLA compliance by department and a leaderboard
- AI accuracy and CSAT compared with human handling
- Deflection counted by route
Related
More in Agentic AI & Analytics
app.quipcom.ai
Illustrative UI
Illustrative QuipAI screen — Volume, resolution rate and handling time on one board
Command Centre SearchAR
412+6%
Volume today
61%+3%
Resolved by AI
4m 10s-40s
Avg handling
9
Open escalations
Volume · today by hour
By channel
WhatsApp46%
Web chat31%
Email17%
Forms6%
Command Centre
Volume, resolution rate and handling time on one board
app.quipcom.ai
Illustrative UI
Illustrative QuipAI screen — Every AI conversation in progress with its confidence
Live Monitor SearchAR
14
Live now
82%
Avg confidence
2
Below threshold
70%
Threshold
Conversations the AI is holding
Refund status for HL-8750WhatsApp
96%Answering
Can I bring a bicycle?Web
91%Answering
Change name on ticketWeb
88%Self-service
Group booking for 40 peopleWhatsApp
54%Handing over
Invoice with GST numberEmail
72%Answering
Complaint about crewWhatsApp
31%Handed over
Live Monitor
Every conversation the AI is holding, with its confidence
app.quipcom.ai
Illustrative UI
Illustrative QuipAI screen — Confidence thresholds, approvals and escalation rules
AI Setup & Guardrails SearchAR
Confidence & hand-over
Answer automatically above70%
Escalate to a person below55%
Always hand over on "refund" + "complaint"
Customer can ask for a human at any point
Approvals & audit
Agent reviews drafts before sending
AI may issue refunds under ₹500
Log every AI action with its reasoning
Knowledge sources: approved only
Changes take effect immediately and are versioned.
AI Setup & Guardrails
Confidence and escalation thresholds you set, not inherit
Bring one real support queue.
We’ll set up your categories, SLA tiers and escalation live, and show QuipAI drafting replies on sample tickets.