Rezolve.ai ticketing system is enabled with SLA calculation and reporting capabilities. With this feature, each queue can now have a Calendar and SLA Goals mapped to it. The Calendar setup includes Business hours, Holidays and Time Zone.
If you do not set up SLA Goals or Calendar, it will remain the default values.
Default Values Resolution SLA Default Values Critical – 1 hour High - 4 hours Medium - 8 hour Low - 24 hours Very low - 168 hours Response SLA Default Values Critical and High - 0.5 hours Medium - 1 hour Low - 4 hours Very low - 8 hours Business Hours Default Value Monday to Friday 8 am to 5pm Holidays Default Values New Years Day 2021-01-01Juneteenth National Independence Day 2021-06-19Independence Day 2021-07-04Veterans Day 2021-11-11Christmas Day 2021-12-25Business Hours Configuration
Access level needed Tenant Admin
Instructions Tenant Admin can add business hours from Admin App > Global Settings > Business Hours.
This screen is used for configuring the working hours, working days and off days.
Holidays Configuration Access level needed Tenant Admin
Instructions Tenant Admin can add Holiday list by:
1. Going to Admin App > Global Settings > Holidays
2. Click Create button
3. Click on the 'Plus +' action button to add a new holiday.
4. Type the name of the Holiday and select the date.
5. Click save once you add a holiday.
6. Click 'Create' once you are done adding all your holidays.
Configuring Calendars Access level needed Tenant Admin
Instructions A calendar is used for defining the availability of a queue. When creating a calendar, the Tenant Admin needs to select the previously created list for business hours and holidays associated with that queue.
1. Go to Admin App > Global Settings > Calendar
2. Now you can add or update a calendar.
· To configure a calendar, select the Timezone, Business hours and Holidays list.
Configuring Resolution SLA Goals Access level needed Ticket Admin
Instructions Currently, Ticket Admin can configure the Ticket Resolution SLA goals for Critical, High, Medium, Low and Very Low priority tickets.
To add SLA goals:
1. Go to Ticket Management > Settings > SLA Goals
2. Enter the SLA goal for that priory in hours
3. Set Status to Published
4. Click Create
Configuring Response SLA Goals Access level needed Ticket Admin
Instructions Currently, Ticket Admin can configure the Ticket Response SLA goals for Critical, High, Medium, Low and Very Low priority tickets.
Ticket Admin can create different Response SLA goals for different queues. To add SLA goals:
1. Go to Ticket Management > Settings > Response SLA
2. Enter the SLA goal for that priory in hours
3. Set Status to Published
4. Click Create
Mapping SLA Goals and Calendar to a Queue Access level needed Ticket Admin
Instructions Once the calendar and SLA goals are configured Ticket Admin can use them while creating a queue.
1. Go to Ticket Management > Queue
2. Select the queue you would like to associate the SLA to
3. Select the appropriate Calendar from the drop down next to Calendar
4. Select the appropriate Resolution SLA from the drop down next to SLA Goals
5. Select the appropriate Response SLA from the dropdown next to
6. Click Update
SLA Reporting The current 'Ticket Detail Report' is enhanced to give you the SLA Met and Not Met insights.
This report now shows two new columns - Resolution Time (in Minutes) and SLA.
To download this report, navigate to Ticket Management > Reports.
Note - In case a ticket is still open the Resolution Time shows as 'N/A' and SLA is calculated by considering Resolution time as Current Time.
