SLA & Response Time Compliance
Velocity Commerce • Flash-sale hour impact: 14:00 SLA dropped to 78%, breach-related abandonment hit 16% before emergency recovery restored 93% compliance.
| Time | Intent | Duration | Agent | Recovery | Est. Loss |
|---|---|---|---|---|---|
| 14:02 | Billing | 8m 12s | J. Kim | Abandoned | $720 |
| 14:08 | Tech Support | 7m 34s | A. Chen | Resolved | $0 |
| 14:14 | Refund | 6m 41s | M. Patel | Abandoned | $890 |
| 14:19 | Billing | 9m 02s | J. Kim | Abandoned | $1,120 |
| 14:23 | Tech Support | 5m 28s | L. Wong | Resolved | $0 |
| 14:31 | Billing | 6m 18s | S. Rodriguez | Resolved | $0 |
| 14:42 | Product Info | 5m 09s | A. Chen | Resolved | $0 |
| 14:51 | Tech Support | 7m 55s | M. Patel | Abandoned | $640 |