Question
Until the target is due, why do tickets with SLA targets in business hours show a higher number of hours than what the metrics should have set? Can I have SLA targets displayed using business hours?
Answer
SLA time targets are always displayed in calendar hours. This is done for agents to 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 18 business hours.
- Ticket B has an SLA target that's due in 72 calendar hours.
The ticket view shows due time in a way that the target due sooner will receive higher attention, with the remaining time using the same type of hours.
For additional information about how SLAs work, see the article: Defining and using SLA policies.
5 comments
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
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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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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Chris Bulin
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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Marco Fatone
We currently only use agent working time for our measurements - what type of hours does this SLA take into account? calendar hours or business hours? Our agents are confused by the difference between the time stamp in the ticket and the KPI in the support dashboard.
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