Due date settings don't take into account while the call is with the customer, is that intentional?
Hi SC,
We are looking to put some SLA's in place where the Due Date, which I understand is created when the call initially comes in and have seen in the help how this takes the appropriate SLA to configure this.
We have an SLA where the response and a resolve times are based around the status , Critical, Minor etc.
The have a couple of problems which you might be able to help me work round.
One is that the Due date is assigned when the request comes in, if this is assigned as Critical and we change it to be Important the Due date will stay the same.
For example
We are looking to put some SLA's in place where the Due Date, which I understand is created when the call initially comes in and have seen in the help how this takes the appropriate SLA to configure this.
We have an SLA where the response and a resolve times are based around the status , Critical, Minor etc.
The have a couple of problems which you might be able to help me work round.
One is that the Due date is assigned when the request comes in, if this is assigned as Critical and we change it to be Important the Due date will stay the same.
SLA shows resolve time of 2 working days on a important issue (48 hours)
The customer logs a call as important
We look at this and deem this not to be important and the SLA/Status gets changed to minor and this should now be 96 hours.
As the due date was set in the first instance when the call was incoming we would need to change the date manually.
As the due date was set in the first instance when the call was incoming we would need to change the date manually.
I don't think that there is any way around this one is there??
The other issue is that within the SLA the number of days/hours to resolve should be based on the time that the call is "active" with us, where the timer isn't set to On Hold.
The other issue is that within the SLA the number of days/hours to resolve should be based on the time that the call is "active" with us, where the timer isn't set to On Hold.
For example
SLA shows resolve time of 4 working days (96 hours)
We send an email to the customer with a suggestion within an hour of the call coming in.
The call is set to Awaiting Customer and the timer is stopped. Total time we have used 1 hour
The customer doesn't respond for 3 days. (72 hours) - total time in the system 73 hours
The customer doesn't respond for 3 days. (72 hours) - total time in the system 73 hours
We respond within another hour total time in the system 74 hours
The customer takes another two days to get back to us
Time in the system 122 hours so the Due Date is marked as past and according to the system we haven't met the SLA
We should get 96 working hours to work on the project and we have done 2 hours work on this, and the rest of the time the timer has been on hold and yet this is still expired due to the Due date being set on the time it came in and the check of certain words in the email that select the appropriate SLA.
Cheers
Cheers
Rich