SLA Breach Forecaster
Names the tickets that will breach, while there is still time
5 of 16 open tickets are breached or close to it.
16 open tickets: 1 breached, 1 critical (90%+ of the SLA used), 3 at risk (75%+).
5 more tickets will breach within 4 hours if nobody touches them.
Dana owns the most urgent tickets: 3 of 5 open.
Clocks are read from the timestamps; business hours and paused clocks are not modelled, and no resolution speed is assumed.
Time left on the clock
Urgent tickets by priority
- P1 (1/3)1
- P2 (3/6)3
- P3 (1/7)1
Work these first
| Ticket | Priority | Owner | SLA used | Time left | State |
|---|---|---|---|---|---|
| T-4401 | P1 | Dana | 138% | −1.5 h | Breached |
| T-4405 | P2 | Dana | 97% | 0.3 h | Critical |
| T-4413 | P2 | Ravi | 81% | 1.5 h | At risk |
| T-4403 | P2 | Dana | 83% | 4 h | At risk |
| T-4414 | P3 | Omar | 79% | 20 h | At risk |
By owner
| Owner | Open | Breached | Urgent |
|---|---|---|---|
| Dana | 5 | 1 | 3 |
| Omar | 4 | 0 | 1 |
| Ravi | 3 | 0 | 1 |
| Lena | 4 | 0 | 0 |
What to do this week
- Take T-4401 first: it is 1.5 h past its SLA. Tell the customer now.
- Resolve or hand over T-4405 within 0.3 h: it is 97% through its SLA.
- Rebalance Dana's queue: 3 of their 5 open tickets are urgent.
Do
- Work the queue in order of time left, not in order of arrival.
Don't
- Don't read the time left as a forecast of resolution: it is the clock if nobody acts.
How to improve
- Add first-response times so the next report can separate response SLAs from resolution SLAs.
- Add resolution times of closed tickets so the next report can estimate how many open ones the team can clear in time.
Demo
Overview
Every service desk reports breaches after they happen. The standard dashboard shows a percentage that is already history — a scoreboard, and a scoreboard cannot be acted on. By the time a ticket appears in the breach count, the credit is owed and the only remaining option is an apology.
What a service manager needs is the list of tickets that will breach if nothing changes, ordered by time remaining. Almost no tooling answers that, because it means predicting how long a ticket will take rather than measuring how long it took.
The prediction does not need to be clever. Most breaches are visible hours ahead from a handful of facts: the ticket is waiting on a third party who has not replied, it has been reassigned twice, it is the only one of its kind assigned to someone who is out tomorrow, or it sat untouched over a weekend the clock ran through.
The second thing nobody checks is the clock itself. Pause rules, business calendars and time-zone handling are where SLA measurement quietly goes wrong, and a misconfigured pause rule means your reported figure and your contractual one differ — discovered only when a customer disputes a credit.
This agent reports both: what is about to breach with the time left and the reason, and where the measurement itself does not match the contract. It reassigns nothing and answers nothing.
Benefits
Breaches prevented rather than reported
Which is the only version that helps a customer.
Credits kept
A prevented breach is money that never leaves.
Measurement you can defend
Because the clock rules were checked against the contract.
What it does
Forecasts, rather than counting
A breach percentage is history. A list of what breaches next is something a person can act on.
Gives the reason, not just the risk
Waiting on a third party, reassigned twice, owner away tomorrow. Each needs a different intervention.
Checks the clock against the contract
Pause rules, calendars and time zones. A misconfigured pause means your figure and the customer's disagree.
Prices the exposure
The service credits at stake, so priority reflects consequence rather than age.
Finds the tickets nobody owns
Reassigned repeatedly, or sitting with someone who is out. The classic breach, entirely preventable.
Touches no ticket
It never reassigns, reprioritises or replies. Reordering someone's queue is their manager's call.
What this changes
What this changes about your week
- It takes over
- Working out which open tickets are about to breach, and why.
- Done today by
- A service manager scanning a queue, usually after the fact.
- How often
- Daily. The window to prevent a breach is hours.
- Typical manual effort
- Every ticket needs elapsed time, waiting state, owner availability and the clock rules held together.
Why Customer support in particular. Every service desk reports a breach percentage that is already history. And nobody checks the clock itself — a pause rule the contract does not support means your figure and the customer's disagree.
Runs unattended
Started by you or by an event, and it finishes on its own. Nothing waits for someone to be at a desk.
The same standard every time
The two-hundredth item is held to the bar the first one was. Consistency is the part people cannot sustain.
It cannot act on its own
SLA Breach Forecaster has no path to sending, spending or committing. That limit is why its output is safe to act on.
How it runs
This agent runs server-side through the PROMIVO runtime. Each run is logged step by step and every tool call is permission-checked before it executes.
- 1InputValidated against the agent input schema
- 2Modelclaude-sonnet-5 with automatic fallback
- 3Toolssearch_knowledge, extract_structured_data
- 4PermissionsRuns READ actions automatically; anything higher waits for approval
- 5OutputStructured result matching the output schema
- 6LoggingTokens, duration and every step recorded
Requirements
Integrations
No integrations required.
Before you start
- Open tickets with target, elapsed time, state and owner
- Your SLA terms, including pause rules and business calendar
- Service credit terms, where they exist
- Requires the All-Access plan or higher
Use cases
Daily service review
What breaches today and tomorrow, and why.
Before a customer review
Exposure and cause, ahead of the meeting.
After a contract change
Whether the tooling actually implements the new terms.
Holiday and cover planning
Which commitments depend on who is in.
Pricing
All-Access
Billed monthly through your PROMIVO subscription. Cancel at any time.
Runs consume your plan allowance for agent executions and tokens. See plan limits
FAQ
Will it reassign or escalate tickets?
No. Reordering someone's queue is a management decision with context this cannot see. It produces the list and the reason.
How does it predict a breach?
From facts already in the record — elapsed time against target, waiting state, reassignment count, owner availability, and the clock rules. It states the basis for each and never presents a guess as a measurement.
What if our SLA configuration is wrong?
That is one of the findings, and often the most valuable. Where the configured clock does not match the contract terms supplied, it reports the difference rather than trusting the tool.
Reviews
Reviews open once customers have run this agent.
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