Time to first response and time to resolution are two metrics support agents live by.
You need a smart system that sets a clear benchmark and gets your team moving faster.
Set up SLAs based on conditions you set, and track them down to the minute.
Hiver sends a notification to your team.
A tag ‘SLA violation’ is attached to that email.
The email activity feed reflects the violation.
We have a lot of emails coming in daily that would otherwise hit each team members personal inbox. We've speed up our time of response and cleanliness of our personal inboxes with Hiver.