SLA Rules ⏰

A Service Level Agreement, also known as SLA, is a measure established by your company to control the response and resolution times that the support team offers to customers. By providing assistance based on service levels, your company ensures the delivery of a measured and predictable service, which provides greater visibility in case of issues.

Within Sagicc, the SLA Rules module allows you to configure precise rules to monitor and achieve the business’ service objectives, such as providing an initial response to customers in less than 5 minutes. You can set up rules to monitor First Response Time, which is the time that elapses from when the customer first contacts the business until they receive an initial response, and Customer Wait Time, which refers to the total time from the first contact to the completion of the service and attention.

Once these rules are configured, the platform will automatically highlight tickets that do not meet these service standards, simplifying the detection of potential issues in the service process and enabling their prompt resolution.

Sagicc allows adding SLA Rules through the side menu, selecting the “Tools” option, and then clicking on “SLA Rules” to access the module.

Sagicc will take you to a list where you can navigate through all the existing SLA Rules on the platform. For each SLA rule, you can see basic information such as name, description, status, and creation date.

In the “Options” column, by clicking on “Edit”, you can access a specific SLA rule and modify it. You can also Enable, Disable or Delete an existing SLA rule.