Reporting SLA breach by multiple agent for same ticket

September 22, 2022 16:34

Hello,

Reporting SLA breach by multiple agent for same ticket. the last agent who is assigned is hold accountable for the breach as the last assignee value is considered.

A matrix or value to show if same ticket is breached by different agents.

Thanks

3 Comments

Dave Dyson
- September 23, 2022 00:17
Hi Dinesh, any additional detail for you use case would be helpful -- we provide a template to help our product team get the information they need: Product Feedback Post Template

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Dinesh Korgaokar
- September 23, 2022 03:12
Example:
- ticket #1 got assigned to agent A
- Agent A works on ticket for some time and assigs to agent B ( agent A breaches SLA - First reply time is breached by Agent A)
- Agent B works on ticket for some time and solves the ticket without any SLA breach
- in SLA breached report it will show ticket #1 breached by Agent B.
- How do we report SLA breached by different agent for same ticket.
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Dave Dyson
- September 25, 2022 00:45
Thanks Dinesh

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