Configuring service level agreement settings
A service level agreement is a contract that defines the expected first response time and resolution time for a service request, which may vary based on factors such as client tier and service request priority.
The service level agreement functionality can be enabled or disabled only during NexJ application deployment. In NexJ Admin Console, you can:
- View whether the service level agreement functionality is enabled or disabled
- Specify work schedules for your support team
- Configure rules that set the First Response By and Resolution By service level agreement metrics for service requests
- Grant users the privilege to override service level agreements (ServiceRequestSLAOverride)
- Enable notifications related to service level agreements to assigned users of service requests
After you have set up service level agreements, service level agreement metrics are displayed in the Service Requests workspace and on individual service requests.
Defining work schedules
Define the business days, business hours, and holidays for your support agents in the Work Schedules page in NexJ Admin Console.
Work schedules set the time when your support agents are available to respond to service requests. You can include work schedules in your service level agreement rules so the service level agreement metrics are calculated using the business days, business hours, and holidays specified in the work schedule. For example, if you have a service level agreement rule that determines a first response by the service agent of 3 business hours and your work schedule specifies that your support agents are not available on weekends, for any service requests created on a weekend, the First Response By date and time will be 3 business hours into the next available business day.
Holidays are specified in DD/MM/YYYY format and are, therefore, specific to a year. At the beginning of each year, ensure that all the holidays for that year are entered.
If you do not specify a work schedule and do not include a work schedule in your service level agreement rules, the system assumes that the support agents are available 24 hours a day, seven days a week, and on holidays.
To create a work schedule:
You have created a new work schedule.
You can now configure your service level agreement rules to use this work schedule.
Related links
Enabling application features
NexJ CRM privileges
Rule sets for service level agreements
Service request attributes