Coming over from Salesforce where i was using Entitlements to control fields for
1st technical Contact
I am looking at the current Service Level Agreements setting and wanted to add new targets to set time durations against.
I would need customer SLA's by priority for the above targets as well as groupings that apply to specific customers.
Is there a way to add new Targets to the existing First Reply Time, Requester Wait time, Agent Work TIme, Next Reply time etc?
Organization Name First Reply Restoration Date Resolution Dat
Sev 1 15 minutes 4 hours 2 days
Sev 2 30 minutes 8 hours 4 days
Sev 1 5 minutes 2 hours 1 days
Sev 2 15 minutes 4 hours 2 days
I have build form fields to hold data for restoration and resolution time, but have not yet figured how to use them in a new target SLA policy.
If an agent manually sets the status of a case field to Restored or populates the date on this custom form field, i believe i can report this within Explore.
My problem is besides setting this up as an SLA, i need to understand approaching SLA's
I know i am jumping all over the place, but i have a comparison to Salesforce that I am trying to emulate.
Appreciate any direction
Tom (Newbie, but loving every minute of it.)
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