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Within Sagicc, the SLA Rules module allows supervisors and agents you to set configure precise rules for monitoring to monitor and achieving achieve the company's business’ service objectives, such as providing providing an initial response to customers in less than 5 minutes. 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 support 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 Enable, Disable or Delete an existing SLA rule.
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