Recording SLA Breach on Time Expired
Hi Everyone
I currently have an Time to First Response Goal set as the following:
The SLA report is recording the breach against the day our agent Commented to Customer, however I would like it to record against the day 8 hour time frame expired.
For example:
Case came in on Monday 8am, and the ticket is not actioned until Tuesday at 12pm. The report should record the breach at Monday 4pm, rather than the Tuesday when a comment was made.
Can someone help?
1 answer
Alexander Bondarev
Rising Star 
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
Hi, @Kara Smerdon !
Yes, you can create custom automation and custom SLA-report.
Custom automation like that : Add label when SLA is breached.
Then you can create new report using new custom label :
Try it and come back with results :)
Alexander Bondarev
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.