Full circle: Leveraging SLAs to drive team performance

1 Kommentare

  • Thomas D'Hoe


    Is an SLA just fired one or can it change when tickets are update?

    For example agent group A has a FRT of 8h for tickets with a high prio. When updating the ticket the agent group is changing from agent group A to agent group B. Agent group B has a FRT SLA of 10h. Will the SLA adapt to the new one and start the time from the beginning (10h) or is there a connection (logica) with the FRT of agent group A?



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