[SLA] At-risk alerts with recommended actions
Product, Support, AI
SLA at-risk alerts with recommended routing actions
New
If you use SLA policies, OXVO now highlights conversations trending toward breach and suggests the fastest next step to protect response and resolution targets.
What's new
At-risk indicators in Inbox views for first response, next response, and resolution targets.
Suggested actions to reassign, escalate, or apply a macro for consistent customer updates.
Clearer prioritization in high-volume queues so the team can act before targets slip.
How it works
Risk is calculated from your SLA targets, business-hours behavior, and current conversation status.
Recommendations consider ownership, queue load, and existing tags to reduce thrash.
All suggestions are non-destructive. Agents can accept or ignore them.
How to enable
Make sure SLA policies are configured for the relevant inboxes.
Open the Inbox and look for at-risk indicators on conversations.
Optionally create macros for common updates and escalations to use with recommendations.
Notes
SLA and related policy screens may be plan-gated or deployment-gated depending on your environment.