A Service Level Agreement (SLA) , 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 guarantees ensures the delivery of a measured and predictable service, which provides greater visibility in case of problemsissues.
With Within Sagicc, SLA rules can be defined so that the SLA Rules module allows supervisors and agents can monitor the performance of the service level and achieve service goals (e.g. providing a first 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). The platform highlights . Once these rules are configured, the platform will automatically highlight tickets that do not meet service level objectives to allow for quick identification and resolution of problems.
SLA rules have the following components:
...
Conditions: They are a set of situations or states that must be met for a ticket for SLA rules to apply.
...
these service standards, simplifying the detection of potential issues in the support process and their prompt resolution.
| Info |
|---|
Note that only users with ADMINISTRATOR role can add SLA Rules in the platform and that it is possible to add as many SLA Rules as required. |
...
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 Enableor , Disable or Delete an existing SLA rule.
...