Add SLA Rule

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.

Once in the form, you must complete the required fields:

• Name: Name of the SLA rule.

• Description: This is the objective or purpose of the new SLA rule. It is for informative purposes.

Next, you must add the condition or conditions that must be met for the SLA rule to be executed. These conditions are related to fields stored in Sagicc that may come from modules such as Tickets, Customers, Tasks, Surveys, Interactions, among others. If you add conditions in the ALL segment, all conditions in this segment must be met, and if you add conditions in the ANY segment, at least one condition in this segment must be met.

To add a condition, enter the following information:

• 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:

Finally, you will need to enter the target times, in hours and/or minutes, for each of the available case metrics and priorities:

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

Enter all the requested information, verify that the information is correct, and click on Save 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.