Service Network SLA

Service Network SLA

Repair turnaround, breach rate and reopen rate

Owner Service Network·Service Network·7 widgets·Updated 21 Aug, 18:40
Follow-up resolution
92.4%+0.9%
Follow-up resolution · 1,284 cases
SLA breach rate
3.6%-0.8%
SLA breach rate · 8 breached cases
Customer effort score
2.1-0.3
Customer effort score · lower is better
Needs attention
  • 128Unresolved negative responses
  • 24Approaching SLA
  • 8SLA breached
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Follow-up & SLA status
  • 8Open cases
  • 2Approaching SLA
  • 2SLA breached
  • 2Resolved this period
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Topic ranking
  • Waiting time1,284
    +38% change
  • Stock availability824
    +21% change
  • Staff responsiveness612
    +14% change
  • Repair turnaround486
    +9% change
  • Trade-in valuation402
    -6% change
Follow-up cases
CustomerTopicOwnerSLA
Dimas AryasatyaWarranty claimRina Oktaviani-6h 20m
Bambang SudarsonoWarranty claimUnassigned-2h 05m
Melinda WijayaWaiting timeFajar Ramdhan1h 10m
Novita Sari DewiWaiting timeSinta Prameswari2h 45m
Ratna KusumawardaniWaiting timeAdi Wibowo9h 30m
Siti Nurhaliza PutriStock availabilityRina Oktaviani14h 05m
Rizky NugrahaRepair turnaroundFajar Ramdhan4h 15m
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