Hello!!  Great question! Here's a quick breakdown:

Case Count vs. Volume of Fan Messages

• Case Count tracks SLA based on the full lifecycle of a customer issue—from creation to closure. It’s great for measuring things like resolution time or first response on a case level.
• Volume of Fan Messages looks at individual messages, not entire cases. This is especially useful for social channels where customers might send quick, one-off messages.

Is SLA based on case closure time?

Yes, if you're using Case Count, SLA can be based on how long it takes to close a case. You can also track first response time and total resolution time.

What defines Volume of Fan Messages?

It’s based on how many individual messages get a response within your SLA timeframe. You can use metrics like “% of Fan Messages Replied Within SLA” to track this.

Which metric shows response speed during working hours?

To measure response speed during business hours, make sure your Business Hours are set up in Sprinklr. Then use:

• Case First Response SLA – time from first message to first agent reply.
• Case User Response SLA – same as above, but excludes automated replies.

Hope this Helps!  LMK if you need a more detailed breakdown!