SLA for Phone is a necessity. Please release the option to have SLA creation for Phone, and for reporting.
Submitted
SLA for Phones
Working at a start-up and we’ve just launched and deployed Phone in Intercom for the CS team.
The dashboard is OK but making your own dashboard provided us with a lot of the KPIs you need minus sadly the SLA metric.
What is odd is if you export the Phone data the ability to calculate the SL is clearly there. You can do it manually so clearly the information needed is within the system.
Long story short = plus one vote for SLA metric as an Add Chart and/or native reporting in Intercom :)
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