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

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

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  • Name: Name of the SLA rule.

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

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Next, you should add the condition or will be able to configure one or more conditions associated with the rule.

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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 “ALL” segment, all the conditions in this segment must be met, and if you add conditions in the ANY “ANY” segment, at least one condition in this segment must be met.

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  • Column: Name of the field that will be compared.

  • Operator: It is the comparator with which the Column “Column” will be evaluated.

  • Value: It is what the selected Column “Column” value will be compared to.

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Available properties for COLUMN:

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COLUMNAS DISPONIBLES

ENTITY

PROPERTIES

Ticket

  • Ticket Type

  • Description

  • Campaign

  • Next

Management

  • Task Date

  • 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

    Tasks Fields

    When selecting a specific campaign, the fields or additional data associated with the campaign will be displayed as available columns. Remember to Syncronize Fields for the selected campaign to view the most recent fields added to the additional data.

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

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    • 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.

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    Enter all the requested information, verify that the information is correct, and click on Save the “Save” button 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.

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