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HappyFox lets you create and manage Service Level Agreements (SLA) as part of your support services to help you reach your performance goals.
HappyFox's robust SLA Management module enables you to define SLAs largely based on five key pieces of information:
- An Objective - Choose the performance metric that your SLA should monitor.
- A Set of Conditions - Choose the conditions upon satisfaction, the SLA would start monitoring.
- SLA breach notification alert configuration - Choose the email recipients, to notify upon SLA breach.
- Work Schedule Assignment - Specify the appropriate Work Schedule for the SLA to actively monitor tickets.
- Category Association - Select the various Category of tickets, the SLA should monitor.
Navigation:
Go to Automate >> SLA.
Note: Page Visibility is governed by a permission "Manage Smart Rules". If you cannot able to see this section, contact your administrator.
Create a Service Level Agreement:
- Click "Create a SLA"
- Choose the metric that you want to track and define your target goal.
- Define conditions that govern when the SLA should be evaluated.
- Compose and send Email notifications to alert people when SLA breaches.
Email Notification Alert on SLA breach is available to Fantastic and above plans
-
Enter the name and description for the SLA. Also choose applicable work-schedule, exclusion statuses and categories. Additionally, you can enable "LA evaluation only when all applicable conditions are met" toggle.
- Finish Creating a SLA.
Service level objectives are agreed upon as a means of measuring the performance of the Service Provider and are outlined as a way of avoiding disputes between the two parties based on misunderstanding.
In HappyFox, objective determines the time-based conditions to be checked on tickets with regard to ticket status and response level.
Note: You can compare your actual performance of your SLA against your pre-set Goal %, in SLA Reports.
SLA Objectives in HappyFox:
|
Objective Name |
Target |
Meaning |
|
Time taken to send first response to a ticket |
Should be less than ____ minutes/hours/days |
Checks for the time taken to send first response to a ticket by the agent.This value should be more than or equal to the value in target, for the SLA to be deemed as breached. |
|
Time taken to change a ticket from unassigned to assigned |
Should be less than ____ minutes/hours/days |
Checks for the total time taken for a Ticket to go from “Unassigned” state to “Assigned” state.This value should be more than or equal to the value in target, for the SLA to be deemed as breached. |
|
Time taken to respond to a contact response |
Should be less than ____ minutes/hours/days |
Checks for the time taken in a ticket by an agent to respond to a previously unresponded contact response.This value should be more than or equal to the value in target, for the SLA to be deemed as breached. |
|
Time taken to add response to an existing last response by staff |
Should be less than ____ minutes/hours/days |
Checks for the time taken in a ticket by an agent to add a response in continuation to the previous agent response.This value should be more than or equal to the value in target, for the SLA to be deemed as breached. |
|
Time taken to reach ticket status _______ |
Should be less than ____ minutes/hours/days |
Checks for the time taken by a ticket to reach the status specified. This value should be more than or equal to the value in target, for the SLA to be deemed as breached. |
What's are Excluded Statuses?
- Whenever a ticket is moved to an exclusion status, the SLA timer “pauses”.
- When it comes out of the excluded status and SLA condition gets active, the new breach time will be calculated as the original breach time offset by the time that the ticket spent in exclusion status
Modify a Service Level Agreement:
- Click on the desired SLA to view/edit.
- Find all the information about that SLA in the "Details Sidebar".
- Choose to Enable/Disable the SLA using toggle.
- Click "Edit" to edit the SLA information.
- Click "Clone" to create a similar SLA.
- Click "Delete" to delete the SLA.
