Tracking agent efficiency with SLA & Automation in Jira Service Management

Описание: Track agent efficiency using SLAs and automation in Jira Service Management.

In this video, I walk through how Jira Service Management can be used to monitor agent performance, track SLA behavior, and automate parts of the support process. This is useful for teams that need better visibility into response times, resolution times, paused SLAs, and how efficiently agents are handling customer requests.

SLAs are not just reporting metrics. When configured properly, they can help service teams understand where delays happen, when work is blocked, and how automation can improve the overall support workflow.

Topics covered:

Tracking agent efficiency in Jira Service Management
SLA tracking in JSM
Time to resolution in Jira
Pausing and resuming SLAs
Jira automation for service teams
Measuring service desk performance
Improving support team visibility
Jira admin tips for JSM projects

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