We just started looking into SLA and Analytics Explorer for the agents. A question came up hopefully someone could help.
When a requestor submits a ticket the Response time starts. Lets say it take 2 days for that ticket to be assigned to an agent he answers it in 2 hours. Does 2 days and 2 hours count against the agent?
Same goes for Resolution time. If they close that same ticket in 4 hours would the agents Resolution time be 2 days and 4 hours?
Thank you
Ron
If you have the SLA attached to the ticket with the trigger “when created” via rules, then yes. It will count against the agent that is assigned to later on.
But you could create a rule with the trigger “when update” and have the filter as “When field is updated > assigned agent” and then have the SLA attached to the ticket.
This way the SLA will not start until an agent is assigned to the ticket.
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