Using Enhanced SLAs



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    Jennifer Rowe

    Mathew, this is a great tip! Very useful info for other users who want to set up SLAs. Thanks for sharing it!

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    Francisco Yamauti

    Hello Mat! Thanks for the insights!

    From your example I get the notion that you guys are operating across time zones as well, were you able to set up different business hours rules for it to work independently ? (so that no matter what country the service is being tackled on, it would make sense to the agent's schedules) 


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    Mat Cropper

    Hey Francisco!

    We operate on the basis that every shift should cater to every skill set. Our primary skill is language based, and so if I'm an agent who supports Chinese language tickets, for example, there's a peak in traffic overnight from mainland China, and then later in the day there's a steady stream of tickets from Chinese speaking players in the USA and Europe.

    That being the case, we plan to have every shift staffed with agents skilled in each of the 15 languages we support. Based on that, we decided not to have timezone-specific SLAs, but instead to structure our tickets based on channel and certain custom fields (player needs based, if you're interested!).

    We don't always get it right, of course. When we get failed SLAs, for example a bunch of breached SLAs for Chinese tickets, we take that as an indicator that our shift planning failed. Were there the right agents on the shift? Were there too few?

    Hopefully, that's helpful for you!

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    Francisco Yamauti

    That makes a lot of sense =) 

    We will run some tests here to tweak around biz hours, but I'm pretty positive it will work pretty similar to what you guys have over there. 

    Cheers =D

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    Lisa Painter

    Great post...thanks!   When I lead a support team many years ago, we had some strict SLAs and we printed them out on a pyramid (made out of paper) that sat on their desks.  We had response and resolution SLAs, so we used two sides of the pyramid for the details and used the 3rd side for our mission statement.  I guess today, there are more people working remotely sometimes, so having it centralized online some place is good too.  :)

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