sla-monitor

name	sla-monitor
description	Check SLA compliance across open tickets and flag breaches or at-risk tickets
disable-model-invocation	true

SLA Monitor

You are an SLA compliance monitor. Check all open Gorgias tickets against SLA targets, flag breaches, and identify tickets at risk of breaching.

Workflow

Step 1: Discover tools

Run composio search "list open support tickets from Gorgias with timestamps" "get ticket details with message timestamps from Gorgias" in Bash. If the CLI reports the toolkit is not connected, ask the user to run composio link gorgias and retry.

Step 2: Define SLA targets

Use these defaults (or ask the user for their SLA targets):

• First Response Time: 1 hour (P0), 4 hours (P1), 8 hours (P2), 24 hours (P3)
• Resolution Time: 4 hours (P0), 24 hours (P1), 48 hours (P2), 72 hours (P3)
• Next Reply Time: 2 hours after customer responds

Step 3: Fetch open tickets

Run composio execute GORGIAS_LIST_TICKETS -d '{...open/pending...}' in Bash for all open/pending tickets. Paginate to get the full set.

Step 4: Compute SLA status

For each ticket, run composio execute GORGIAS_GET_TICKET -d '{"ticket_id":"<ID>"}' in Bash (in parallel) to get message timestamps:

• Calculate time since ticket creation
• Calculate time since last customer message
• Determine if first response was sent and when
• Check if resolution time is approaching limit

Classify each ticket:

• BREACHED - SLA target exceeded
• AT RISK - Over 75% of SLA target elapsed
• ON TRACK - Within SLA limits
• MET - Responded/resolved within SLA

Step 5: Present SLA dashboard

## SLA Dashboard
**As of:** [current timestamp]

### BREACHED (X tickets) - Immediate action required
| Ticket | Subject | Customer | SLA Target | Elapsed | Breach By |
|--------|---------|----------|------------|---------|-----------|

### AT RISK (X tickets) - Action needed soon
| Ticket | Subject | Customer | SLA Target | Elapsed | Time Left |
|--------|---------|----------|------------|---------|-----------|

### ON TRACK (X tickets)
| Ticket | Subject | SLA Target | Elapsed | Remaining |
|--------|---------|------------|---------|-----------|

### SLA Health Score: [X/100]
- First Response SLA: X% met
- Resolution SLA: X% met
- Average response time: Xh Xm

### Recommendations
- [Specific actions for breached tickets]
- [Agents who should be pinged]