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When a ticket meets the predefined conditions of an SLA rule in Sagicc, the platform initiates an assessment of compliance or non-compliance with specific metrics for that ticket and displays visual alerts indicating that the SLA for the ticket is about to be breached. For example, consider a ticket that enters the platform at 8:00 in the morning, meets the established conditions, and has a defined first response time of 10 minutes.
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In this scenario, Sagicc will display a yellow alert at around 8:06, indicating that the ticket has not yet received a response. Then, at 8:08, an orange alert will appear, indicating that the SLA time limit is approaching. If by 8:10 the ticket has not received a first response, a red alert will be displayed, clearly highlighting that a breach of the SLA has occurred for that specific ticket.
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