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 supervisors and agents to set precise rules for monitoring and achieving the company's service objectives, such as providing an initial response to customers in less than 5 minutes. 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 support process and 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.