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.
Hello
We just implemented SLAs like shown above to trigger when field is updated to assign to agent. This is working great; however, we discovered that there is a loophole. We discovered that SLAs aren't starting when someone clicks Start Ticket; but they are working when using Assign to Me. Apparently, these actions follow different rule bases...Does anyone have any work around suggestions for this? Curious if anyone else ran into this.
One thought is I could add an Or statement to the rule, so SLAs would also trigger when the ticket status changes to In Progress. The concern is that this might start an SLA on an older ticket if its status is updated to In Progress.
The other thought would be to ask our call center to use the Assign to Me button instead of the Start Ticket button.
This is only affecting tickets that an Agent creates and works themselves.
To get around this, we added a super lengthy Or statement to the rule: with Filters: Exclude Agent= Not Assigned, Priority Level, Previous Status =Submitted, When Field is Updated=Status, Status=In Progress. I also had to add a tag to old tickets and exclude the Tag. It was quite the workaround...and after all of this, we discovered a possible new issue with this entire rule to trigger the SLA when assigned to agents. We are noticing that although the SLA timers dont show up until assigned to an Agent, the timer starts running when the ticket is created. I wonder if this is a bug? Wonder if anyone else is seeing this?
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