SLA Visual Alerts

Once you have configured the rules in the SLA Rules module in Sagicc, the platform will automatically start generating visual alerts in various ticket views when there is a breach of the response times specified by the SLA Rules. These alerts are accessible to all types of users on the platform, which means that both administrators, supervisors, and agents can easily check if tickets have exceeded the time limits set in the SLA rules.

When a ticket meets the predefined conditions of an SLA rule in Sagicc, the platform initiates an assessment of compliance or non-compliance with specific metrics for that ticket and displays visual alerts indicating that the SLA for the ticket is about to be breached. For example, consider a ticket that enters the platform at 8:00 in the morning, meets the established conditions, and has a defined first response time of 10 minutes.

In this scenario, Sagicc will display a yellow alert at around 8:06, indicating that the ticket has not yet received a response. Then, at 8:08, an orange alert will appear, indicating that the SLA time limit is approaching. If by 8:10 the ticket has not received a first response, a red alert will be displayed, clearly highlighting that a breach of the SLA has occurred for that specific ticket.

Display of breach alerts

The following are the views/screen where breach alerts for SLA rules are shown:

• Tickets Module:

• Pending Tickets List:

• Ticket View: From the ticket view, by hovering over the SLA alert, you can visualize more information about which metrics were breached and the respective date of the breach.