Introducing Voice SLAs: Measure Your Team's Call Performance with Confidence

Keeping customers from waiting too long on the phone is key to great support.
We’re introducing Voice SLAs, a simple way to track how quickly your team answers calls and keep service levels on target.

🎯 What is Voice SLA?

Voice SLA lets you set a clear goal for phone support: the percentage of calls answered within a specific time (for example, 80% within 30 seconds).

Once set up, Gorgias automatically tracks every eligible inbound call against your goal, so you always know if you’re meeting expectations.

✅ Eligible calls: inbound calls received during business hours, excluding cancelled calls and callbacks.

📊 Why it matters

Monitor performance at a glance – Track achievement rates over any period and spot issues early.

Optimize staffing – Identify patterns in breached SLAs to adjust coverage.

Industry-standard measurement – Wait time starts when a caller enters the queue.

Accurate historical reporting – SLA updates don’t retroactively change past measurements.

🚀 How to get started

1️⃣ Set up your Voice SLA
Go to Settings → SLA, create a new policy, select Voice, and choose your target percentage and time threshold.
We default to 90% within 1 minute to help you get started quickly.

2️⃣ Track performance across dashboards
Voice SLA appears in:

📈 SLA Dashboard (Analytics → SLA → Calls tab)

🔴 Live Voice Dashboard

📞 Voice Overview Dashboard (SLA Status: Achieved, Breached, or N/A)