Why do I see differences in SLA target hours?

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4 Comments

  • Kevin Roussety

    Dear Chris Bulin,

    We have already defined our SLA's and the badge is being displayed correctly. Currently, I'm looking for a way to track ticket resolutions time from opening a ticket to mark it as solved excluding waiting time for a customer to reply and agent breaks.

     

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  • Kevin Roussety

    From the picture above,

    How can I add the solved in 10h or 4h? I've been looking to find a way to track time for a ticket resolutions.

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  • Chris Bulin
    Community Moderator

    Hi Kevin Roussety

    You can create SLA Policies by using the following this guide 

    The policy will allow you to set your SLAs in calendar or business hours and by the level of priority on the ticket. Once you have a policy in place, then all tickets that meet the criteria for the policy will have the badge applied.

    In order to see the badge in List View, you'll need to add a column for it to your View.

    I also recommend the SLA Event tracker app for even more detailed information about the SLA policies applied to any given ticket if you are using multiple policies.

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  • Chris Bulin
    Community Moderator

    Hi Kevin, the SLA policies currently allow for measuring Customer Wait Time or Agent Work Time. It sounds like you may want Agent Work Time. Here's a visual of these two metrics as outlined in the SLA guide:

    Agent Wait time would exclude the time the ticket spends in Pending or On Hold status.

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