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, the SLA rules can be defined so that supervisors and agents can monitor the performance of the service level and achieve service goals (e.g. providing a first Rules module allows you to configure precise rules to monitor and achieve the business’ service objectives, such as providing an initial response to customers in less than 5 minutes). The platform highlights cases that do not meet service level objectives to allow for quick identification and resolution of problems.
SLA rules have the following components:
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Conditions: They are a set of situations or states that must be met for a case for SLA rules to apply.
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. You can set up rules to monitor First Response Time, which is the time that elapses from when the customer first contacts the business until they receive an initial response, and Customer Wait Time, which refers to the total time from the first contact to the completion of the service and attention.
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 service process and enabling their prompt resolution.
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Note that only users with ADMINISTRATOR “Administrator” role can add SLA Rules in the platform and that it is possible to add as many SLA Rules as required. |
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Sagicc allows adding SLA Rules through the side menu, selecting the Tools “Tools” option, and then clicking on SLA Rules “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 “Options” column, by clicking on Edit “Edit”, you can access a specific SLA rule and modify it. You can also Enableor , Disable or Delete an existing SLA rule.
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