XLAs are here — real-time experience tracking, not just a compliance clock
Say hello to Experience Level Agreements (XLAs), the evolution of SLAs in Thread. Where a traditional SLA just measures contract compliance after the fact, an XLA answers a different question in real time: is this client's experience on track right now, and does the tech about to pick up this ticket know it?
What you get:
Per-source targets
— set different response and resolution targets by source (Voice, Email, Slack/Teams, Portal) at the same priority level, not one blanket target per priorityRisk-colored timers in Inbox
— every ticket's XLA timer renders green, yellow, or red by time remaining, so risk is visible without pulling a reportXLA Flows
— automatically alert your team in Slack or Microsoft Teams when a ticket's timer drops below a threshold you set, so you get ahead of a breach instead of finding out afterBusiness hours built into the timer
— after-hours tickets stay on the clock instead of silently falling through with no SLA appliedConfigured entirely in Admin Panel
— no PSA-side setup needed📘 Read the XLA setup guide