SLA & Working Hours

Working Hours

To obtain the correct SLA times in the system, users can set the working hours for the various organizations/areas. This will ensure that the system will only count the hours one works instead of counting the hours continuously all day and night. Working hours functionality can
be set in Organization settings and Area settings.

1. Navigate to Administration. 
2. Click on Organizations and areas. 
3. Click on the pen to edit the organization.
4. Click on the tab Working hours to edit the Working hours for that specific organization and area.

To set the holidays, as well as other specific dates, this is done directly in the calendar. To change the working hours, click on the date.

Expire time for partly answered errands:

In the errand listing, the warning time is represented by a yellow symbol, while the expiration time is represented by a light red background. The expire time indicates that the errand passed the SLA and should have been answered by now. Note that the time is calculated based on your working hours.

Hold time

Hold time for “My errands”:

To avoid errands lying in a person’s queue without being answered, there is a function that limits the hold time. Once the time limit is reached, the
errand is then moved back to “All Errands”. If time remains at 0, the errands will never be moved back to the inbox.

Hold time for partly answered errands:

If one sends a partial answer to the customer, maybe one would like the agents to be able to keep the matter for a while longer than
the usual expire time set for “My errands.” If time remains at 0, the errands will never be moved back to the inbox.

1. Navigate to Administration. 
2. Click on Organizations and areas. 
3. Click on the pen to edit the organization.
4. Click on the tab Organization to edit the Hold time for that specific organization and area.