Viewing and understanding SLA targets (Professional and Enterprise) Follow

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14 comments

  • Avatar
    Ola Timpson

    I love the look of the dashboard. We've just started using the SLA options and I like them so much that we're tweaking processes to make them fit.
    We're trying to decide whether to start using the Next Reply Time option. Is it possible to report out Next Reply Time at the moment? Would be great to see how long it's currently taking us to get an idea. Also, it was mentioned above the possibility of Next Reply Time SLA pausing on change to Pending, will this be happening?
    Related to this, is there currently a way to report out Agent Wait Time? This metric is perfect for our helpdesk to target, but I couldn't work out a way to combine metrics in Insights to get it.
    Thank you for the great feature.

  • Avatar
    Erin Boyle

    Hi Ola,

    There's no specific Agent Work Time metric in Insights right now. However, you could create a custom metric using a combination of requester wait time and hold time. Basically you'd take Requester Wait Time and subtract Hold Time to get the equivalent of Agent Work Time. Hope this helps!

    We're still testing and fixing some bugs on the SLAs integration to Insights, but I'll let you all know as soon as it's available.

    Best,
    Erin

  • Avatar
    Joel Hellman

    @Erin about the reports you guys are building for Insights...

    Unsure if this has already been explained somewhere, but, during a ticket's lifetime, there may be multiple SLA fulfillments and breaches. E.g. a ticket could have cleared the First Reply metric, then cleared the Next Reply metric 3 times out of 4 (so it breached at one time). Or the ticket may have breached the First Reply metric, and breached 4 of 4 for Next Reply time. Which would indicate a considerable worse customer experience!

    I'm wondering how/if we will be able to report on this? I.e, will we be able to measure SLA compliance as how it relates to the amount of times a ticket metric was applied, like a %compliance, or/and would a report metric be used that considers any SLA breach for a metric as if the entire ticket breached that SLA metric?

    Never breaching SLA for a metric like Next Reply time could pretty hard for longer/reopened tickets, and if we can only consider tickets which have never breached SLA in reporting, we wouldn't be able to separate pretty good SLA compliance (say 3 out of 4 Next Reply) from pretty bad (0 out of 0).

  • Avatar
    Erin Boyle

    Hi Joel,

    Yep, this is one of the things we were very cognizant of when designing the new metrics. We'll count each instance of Next Reply separately, which means when you look at the % Achievement of the Next Reply metric for your account, it will essentially take the # times an instance of Next Reply achieved its target across all tickets and divide it by the # of instances we measured of Next Reply.

    Hope this helps!
    Erin

  • Avatar
    Joel Hellman

    Just what I was hoping for. Nice :)

  • Avatar
    Erin Boyle

    Hi all,

    We've started rolling out SLA metrics (and a dashboard) to Insights - you should be reporting by the end of today! See my announcement for more information: https://support.zendesk.com/hc/en-us/articles/207964937-SLA-reporting-available-on-Insights-rolling-release-

    Thanks for your patience on this one.

    Best,
    Erin

  • Avatar
    Bonnie

    I am testing SLAs in our Sandbox, and I can see the policy applied in the ticket by clicking on the 'Show All Events'.  But I cannot see the green box in the top right of the ticket, nor can I see any values in the 'next SLA breach' column in my views. Can you give me any suggestions?

    Thanks,

    Bonnie

  • Avatar
    Erin Boyle

    Hi Bonnie,

    1. Make sure you have a priority set on the ticket—that's probably the most common issue we see.
    2. If you've set up only first reply time and/or next reply time, you also need to make sure an end-user has made a comment on the ticket in order for those metrics to run. This is probably the second-most common issue we see.

    Hope this helps! If things are still looking off, we can create a ticket for you to look further.

    Best,
    Erin

  • Avatar
    Bonnie

    Thanks Erin,

    It was Item 2. 

    Is there a way to have the metrics run without needing the customer to make a comment?  Would I need to setup the first reply time PLUS one of the resolution metrics?  I am looking specifically to see the 'next SLA breach' time - show how long before the first reply time metric is reached. 

    Thanks,

    Bonnie

  • Avatar
    Erin Boyle

    Hi Bonnie,

    If you're just looking to have a metric appear, and don't really care what metric it is, then one of the resolution metrics would certainly do that for you. The reason the reply metrics don't show up is that if an agent creates a ticket on the customer's behalf, that is by definition already a first reply. When a ticket is created by an agent, the first reply metric is automatically fulfilled. Even if you set up a resolution metric, you still won't see a first reply timer unless an end-user created the ticket.

    I typically create a dummy end user with my personal email address and send in tickets that way to test. You can get the full experience that way.

    Best,
    Erin

  • Avatar
    Ben Richards

    We also need a way of manually pausing the 'Next Reply' SLA metric as we get emails from a 3rd party with a local helpdesk reference number which doesn't need a reply, however it sets off the next reply metric again.

    A way to flip the status from Open to Pending and pause the SLA without needing to supply a public comment is needed..

    Is there a workaround ???

  • Avatar
    Nicolas Feller

    Hi there,

     

    The following work around is a suggestion for communications with 3rd party collaborators to avoid setting of the SLA. The original request here is a way to manually pause the SLA which I am not aware if it possible at all.

     

    Follow these steps if you like some of the public comments not to set of the SLA.

     

    1. Create a trigger with the following conditions. Meets all of the following conditions > Ticket: Comment text > Contains the following string > (***string of comments agreed with 3rd party***). / Ticket is > Updated.

    Perform these actions: > Add tags > (tag that you would like for reference).

    *** For this work around to work it is necessary that you agree with the 3rd party collaborator a specific string of comments. Placing a under score instead of space would be optimal. I.e. "REFERENCE_ID:" ***

    2. Create a trigger with the following conditions. Meets all of the following conditions > Ticket: comment text > Does not contain the following string > (use the same string from the past trigger). / Ticket is > Updated

    Perform these actions: > Remove tags > (same tag from the last trigger).

    3. Create a trigger with the following conditions. Ticket is > Updated. / Ticket tags > Contains at least one of the following tags > (same tag used on numbers 1 and 2). 

    Perform these actions: > Ticket status > Pending

    4. Now we have to edit you current SLA which you don't want to set of every time the 3rd party collaborator responds to.

    Just add the following conditions to it. Apply this policy to tickets that meet ALL of these conditions > Tags > Contains none of the following > (tag used on triggers 1, 2 and 3).

     

    If all has been properly set every time your 3rd party collaborator responds to a ticket following the instructions (specific string of words) the trigger will fire and a tag that sets the ticket status to pending will be placed. Once the ticket is on pending status the SLA countdown will not start. Make sure to use a specific string of words that the customer would not use. 

     

    Hope this work around helps you to improve your work flow.

  • Avatar
    Don Wood

    I just want to confirm how the pause works. For example, if I have an SLA to resolve a ticket in 5 days but on day 3 the client is testing for 3 days does the final resolution time end up at 5 days or 6 days?

  • Avatar
    Leandro Vasconcelos Sava

    Hi Don,

    Basically there are two resolution time metrics: Requester wait time and Agent work time.

    Requester wait time pauses the SLA when the ticket is put on Pending and Agent work time pauses the SLA when the ticket is put on Pending or On-Hold.

    E.g: You have a ticket where you have an SLA to give a resolution in 3 days, but you need to receive a reply back from a customer or an external source to go ahead with the ticket.

    On the day 2 you put the ticket on Pending or On-Hold and depending on the metric you are using it will pause the SLA.

    After 10 days you get a reply back from the customer/external source, automatically the ticket will go to open status and the SLA will start to run again, meaning that you will have 2 days left to resolve the ticket if you don't put it on pending or On-Hold anymore.

    I hope that I haven't overcomplicated it!

     

     

     

     

     

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