Library · Refunds · How to run this
Channel mix hides SLA holes
Channel tickets ÷ total tickets is mix %. Breaches ÷ channel tickets is breach %. Type channel tickets, total tickets, and breaches.
Pair: Channel SLA mix on Refunds. Aging: aging cost. Breach $: SLA breach cost.
What you type
Channel tickets — tickets on one channel (email, chat, SMS — export).
Total tickets — all tickets in the same window.
Breaches — SLA breaches on that channel in the same window.
Mix % = channel ÷ total × 100. Breach % = breaches ÷ channel × 100. Staff the channel when both are material — do not invent a mix chip.
What not to do
Do not invent mix %. Do not mix all-channel breaches into one channel. Do not treat first-response hours as breach count. Do not average every brand inbox when one owns the hole.
Related: Refunds, aging cost, SLA breach cost, macro miss rate.
Procedure
- Type channel tickets, total tickets, and breaches.
- Read mix % and breach %.
- Staff the channel when both are material.
Failure modes
- Inventing a mix percent.
- Mixing all-channel breaches into one channel.
- Treating first-response hours as breach count.
Worked example
None on this page yet. When one lands it will be a real case: what broke, the number, and what changed. Not a composite.
Glossary
- Channel SLA mix %
- Channel tickets ÷ total tickets × 100; breach % = breaches ÷ channel × 100.
Work with us — We run this job on your accounts. Services
FAQ
- Is this aging cost?
- Related queue $. [Aging cost](/manuals/gorgias-backlog-aging-cost) prices aged tickets × AOV risk. This page is channel share of tickets and SLA breaches on that channel.
- Is this Zendesk SLA breach cost?
- Sibling breach $. [SLA breach cost](/manuals/zendesk-sla-breach-cost) prices breach count × cost. This page is channel mix % plus breach % inside the channel.
- What mix % should I invent?
- None. Type channel tickets, total tickets, and breaches from the helpdesk for the same window.