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?
This happens because the 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.