video1.0<iframe src="https://www.loom.com/embed/1a38b2c904ff46e78b658f7cc5e0227d" frameborder="0" width="1832" height="1374" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>13741832Loomhttps://www.loom.com13741832https://cdn.loom.com/sessions/thumbnails/1a38b2c904ff46e78b658f7cc5e0227d-1696319402986.gif124.783In this video, I will show you how to exclude replies from the SLA breach in Loom. By following these steps, you will be able to remove specific reply times from the SLA breach calculation, resulting in a decrease in the SLA breach total and a recalculation of the reply time average. I will also demonstrate how to perform this exercise from the conversational message logs with advanced filtering options. Pay close attention to the timestamps for each step and take action accordingly.