Goal: Display the specific type of SLA (First Response, Next Response, or Close Time) directly in the team inbox and custom views.
The Problem: Currently, the conversation list only displays the time value and color (e.g., "5m" in a red oval). While this indicates when a breach occurs, it doesn't show which SLA is breaching. Agents cannot distinguish between a Next Response breach (high urgency) and a Time to Close breach (lower immediate urgency). This makes it impossible for agents to effectively prioritize their workflow at a glance without clicking into every ticket.
Proposed Solution:
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Add a visual identifier or label (e.g., "FRT" for First Response, "NRT" for Next Response, etc.) next to the SLA timer in the conversation list.
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Allow the conversation list to be sorted or filtered by those specific SLA types so agents can tackle specific types of breaches first.
Business Impact: Enables smarter triage, ensures faster customer responses, and prevents agents from wasting time on low-priority breaches while critical response windows are missed.