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By clicking on the Add SLA Rule button (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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• Column: Name of the field that will be compared.

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

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

Available properties for COLUMN

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ENTITY	PROPERTIES
Ticket	Ticket Type Description Next Management 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

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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