In SLA Details, you can view all the information about the SLA of Support service tickets.
Find information about:
How to View SLA Details
To access the SLA details, follow these steps:
1. Go to Support Service > Tickets.
2. Select the desired ticket.
3. Click on Options > SLA Details in the upper right corner, next to the ticket status.
How to Analyze SLA Details
On the SLA Details screen, you will find the following information:
Details
Applied Contract: Name of the SLA contract.
Applied Rule: Name of the SLA rule.
Calendar: Business or calendar hours.
Response SLA: Time taken for the first response.
Solution SLA: Time taken for SLA resolution.
Number of Agent Actions SLA: Number of actions performed by agents.
Number of processed by agents: Number of actions transferred to other agents.
Current Status: Current SLA status (e.g., New).
Opening Date: Date and time the SLA was opened.
Deadline for First Response: Deadline for responding to the customer.
Actual Date of First Response: Date the customer was responded to.
Expiration date Set by: Responsible user (system, agent, customer, etc.).
Due Date: Remaining time, date, and time.
Date of Completion: Date and time the SLA was completed.
Time on Pause: Total time the SLA was paused.
Due Date: Date and time of the SLA due date.
Paused: Indicates if the SLA is paused (Yes or No).
SLA Resolution: Date and time of resolution.
Deadline: Due date for the first response.
SLA Response: Time of the response.
Actions of Agent: Number of actions performed by the agent.
Contract: Name of the SLA contract.
Rule: Name of the SLA rule.
Changed by: Name of the user who made changes.
Manual: Indicates if the due date change was made manually.
In the Notifications section, you can view information by Expiration or First Answer:
%SLA: Percentage of SLA fulfillment.
Type: Name of the notification type sent.
Shipping forecast: Date and time scheduled for notification sending.
Estimated notification: Recipients of the notification.
Sent: Indicates if the notification was sent.
Sent to: Names of recipients if the notification was sent.
Shipping date: Date and time the notification was sent.
Trigger: Name of the trigger that activated the notification.
Done! Now you know all the details about Support SLAs.
⚠️ Attention: Information in SLA Details is not updated in real-time. To see updated information, close and reopen the screen.