Configure SLA based on business hours
complete
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Broad Mouse
It'd be great to have the option to configure SLAs in line with our business hours as we only have agents answering tickets Mon- Fri, 8am-6pm. We don't have weekend or evening cover. So tickets that come through on Friday evening, for example, breach SLA over the weekend. We don't want to have SLA breaches during times when we don't have agents working.
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Monica Rangel
complete
We now support the ability for SLA calculations to run off business hours instead of a 24 hour clock.
Notes: 1. Business hours can only be configured at the account level. 2. This also doesn't do any rollover of async demand outside of business hours. 3. The FRT (first response time) metric will still be the same in our reporting and be based off a 24 hour clock
Reach out to your customer success manager or Assembled Support in order to configure this for your account.
Luke Andrews
Merged in a post:
Take business hours into account for SLA and staffing projections using Schedule Generations
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Shamrock Gerbil
Schedules created with schedule generation are showing SLA's being missed during times we are not open. It would be great to take business hours into account to get a better picture of SLA's based on staffing headcount during open hours only.
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Pure Goose
We would definitely benefit from this functionality as well! Without it, we are forced to measure SLA outside of Assembled.
Also, it makes the email backlog view on the staffing tab somewhat irrelevant- especially in the beginning of the week.