Call reminders and SLA's - suggestion
Currently the SLA option allows you to send notifications etc if a call is not closed within a particular amount of time.
We were wondering if it would be possible to add an extra element to this. We have an extra SLA which is first contact. We are required to close calls within a certain amount of time, however we are also required to make first contact within a certain time from the call being opened.
Currently I cannot see how to do this with the options available. I would basically like to say that if a call does not have any notes made or an email(reply) sent within a particular time frame then an email can be sent to the person assigned with the call or to a general email address if it is unassigned.
As an additional benefit this could be used to look for stale calls for people who do not have closing SLA's. If no notes or contact is made in a call for a specified amount of time then the system can remind the engineer the call is still open and something needs doing with it.
We were wondering if it would be possible to add an extra element to this. We have an extra SLA which is first contact. We are required to close calls within a certain amount of time, however we are also required to make first contact within a certain time from the call being opened.
Currently I cannot see how to do this with the options available. I would basically like to say that if a call does not have any notes made or an email(reply) sent within a particular time frame then an email can be sent to the person assigned with the call or to a general email address if it is unassigned.
As an additional benefit this could be used to look for stale calls for people who do not have closing SLA's. If no notes or contact is made in a call for a specified amount of time then the system can remind the engineer the call is still open and something needs doing with it.