Add SLA Rule

By clicking on the Add SLA Rule button (upper right corner) from the SLA Rules module, Sagicc will take you to the form for adding a new SLA rule on the platform.

Once in the form, you must complete the required fields:

Name: Name of the SLA rule.
Description: This is the objective or purpose of the new SLA rule. It is for informative purposes.

Next, you should add the condition or conditions associated with the rule.

Conditions represent a set of circumstances or states that must be present in a specific ticket for it to be subjected to evaluation by the SLA Rules module. This evaluation will determine whether the ticket meets the established metrics for measuring performance or not.

The conditions of the SLA rules are related to fields stored in Sagicc, which can come from modules such as Case, Customer, Management, Survey, Interactions, among others. If you add conditions in the ALL segment, all the conditions in this segment must be met, and if you add conditions in the ANY segment, at least one condition in this segment must be met.

To add a condition, enter the following information:

Column: Name of the field that will be compared.
Operator: It is the comparator with which the Column will be evaluated.
Value: It is what the selected Column value will be compared to.

Available properties for COLUMN:

ENTITY	PROPERTIES
Ticket	Ticket Type Description Next Management Type of Origin Channel Creation Date Update Date Last Interaction Direction
Customer	Document Type Document Number First Last Name Second Last Name First Name Second Name Date of Birth Gender
Campaign	Name
Task	Observations Next Management Date Campaign form fields
Timers	Hours since created Hours since opened Hours since transferred Hours since escalated Hours since closed Hours since last agent interaction Hours since last customer interaction Hours since last task
Survey	Response Date Hours since link creation Link Creation Date Link Update Date Creation Date Update Date

Finally, you will need to enter the target times, in hours and/or minutes, for each of the available metrics and priorities:

First Response Time: It consists of the time elapsed between the creation of a ticket from a customer interaction, and the first response from an agent on the platform. When a new ticket is created, the objective time configured in the rule is measured. If, after the time has elapsed, the ticket does not have a first response interaction from an agent, it will be considered that the SLA for the ticket has been breached.
Customer Wait Time: It consists of the total time (total sum of time) elapsed between the creation and closure of the ticket. When a new ticket is created, the objective time configured in the rule is measured. If, after the time has elapsed, the ticket has not been closed by a user of the platform, it will be considered that the SLA for the ticket has been breached.

Enter all the requested information, verify that the information is correct, and click on Save to add the SLA rule. If the process was performed correctly, you will be automatically taken to the list of SLA rules where you will find the one you just added.

Versión	Fecha	Comentarios
Versión actual (v. 6)	sept 14, 2023 15:41	Laura Ortiz
v. 6	sept 14, 2023 15:41	Laura Ortiz
v. 5	sept 11, 2023 22:33	Laura Ortiz
v. 4	mar 21, 2023 22:56	Laura Ortiz
v. 3	mar 21, 2023 14:45	Laura Ortiz
v. 2	mar 21, 2023 14:07	Laura Ortiz
v. 1	mar 17, 2023 21:30	Laura Ortiz