SLA Configuration for Ticketing System
Rezolve.ai ticketing system is now enabled with SLA calculation and reporting capabilities. With this new feature, each queue can now have a Calander and SLA Goals mapped to it.
Access level needed - Tenant Admin
Configuring Calendars - A calendar is used for defining the availability of a queue. To create a calendar Tenant Admin needs to select the business hours and holidays.
Tenant admin can go to - Admin App > Global Settings > Calendar to add or update a calendar.
To configure a calendar select the Business hours and Holidays.
Business Hours Configuration - 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 week offs.
Holidays Configuration - Tenant admin can add Holiday list by going to Admin App > Global Settings > Holidays
Click Create button and name your holiday list.
- Click on the 'Plus +' action button to add a new holiday.
- Type the name of the Holiday and select the date.
- Click save once you add a holiday.
- Click 'Create' once you are done adding all your holidays.
Access level needed - Ticket Admin
Configuring SLA Goals - Ticket Admin can create Different SLA goals for different queues. To add SLA goals, go to Ticket Management > Settings > SLA Goals
Currently, Ticket Admin can configure the Ticket Resolution SLA goals for High, Medium, and Low priority tickets.
Mapping SLA Goals and Calander to a Queue - Once the calendar and SLA goals are configured Ticket Admin can use them while creating a queue.
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.
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