Why do tickets with SLAs that have a target in business hours show a higher number of hours until the target is due than what the SLA metrics should have set? Can I have SLA targets displayed using business hours?
SLA time targets are always displayed in calendar hours. This is done to make the agent experience less confusing by displaying all targets the same way, and to help agents identify which tickets have a higher priority in real-time.
For example, the tickets below arrive during the middle of the weekend, and your business hours are defined from Monday to Friday, from 9:00 AM to 5:00 PM.
- Ticket A has an SLA target that's due in one business hour.
- Ticket B has an SLA target that's due in four calendar hours.
- Ticket B requires a response before Ticket A.
The agent interface shows due time in a way that the target due sooner will receive higher attention. The simplest way to do this is to show the time remaining using the same type of hours. Since it is the middle of the weekend, and Ticket A is in business hours, the interface accounts for the hours until the next business day.
For additional information about how SLAs work, see the article: Defining and using SLA policies.
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.
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.
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.
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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