Recording SLA Breach on Time Expired

Question

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?

Kara Smerdon · Answer

Hi Alexander

It did, thank you!

Thanks
Kara

Alexander Bondarev_x6gjf3 · Answer

Hi, @Kara Smerdon !

Does it work for you?

Do you have any questions?

Alexander Bondarev_x6gjf3 · Answer

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 :)