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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 must add the condition or conditions that must be met for the SLA rule to be executed. These conditions will be able to configure one or more conditions associated with the rule.

Info

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 that may , which can come from modules such as TicketsCase, CustomersCustomer, TasksManagement, SurveysSurvey, 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 Address

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 case 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 case ticket is created, the objective time configured in the rule is measured. If, after the time has elapsed, the case ticket does not have a first response interaction from an agent, it will be considered that the SLA for the case 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 case ticket is created, the objective time configured in the rule is measured. If, after the time has elapsed, the case ticket has not been closed by a user of the platform, it will be considered that the SLA for the case 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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