SLA & Priority Agent
Watches every case against your response targets, prioritises what is at risk, and flags breaches before they happen.
The SLA & Priority Agent keeps the queue inside your response and resolution targets. It scores incoming cases by urgency, surfaces the ones approaching a breach, and makes sure the most time-sensitive work is handled first instead of buried in arrival order.
How it works
The agent reads each case against your SLA rules, prioritises through Autopilot, and resolves the routine ones to keep the queue clear. Cases nearing a breach are escalated through Assist with a warning and context, and Audit reports on SLA performance over time.
Example requests it handles
- This is urgent and time-sensitive.
- My issue has been open too long.
- I need this resolved within the hour.
- What is the status against my SLA?
In your industry
- Protects SLAs by surfacing at-risk tickets before they breach.
- Keeps priority accounts inside their response and resolution targets.
- Prioritises field cases against contracted response times.
- Flags post-go-live cases approaching a breach to the right consultant.
- Keeps service cases inside contracted response windows.
- Tracks citizen requests against service standards with a record.
In Auralis
Auralis runs SLA management through Autopilot for prioritisation and routine resolution, escalating at-risk cases via Assist and reporting performance with Audit.