SLA configuration
I've had some conflicts setting up SLAs for start and end tracking states.
Within my flow there are: Tracking 1 Tracking 2 and Tracking 3.
Start tracking 1 when an agent tracks a request.
When the agent sends trace 2, it must end the time of trace 1 and start trace 2.
When the agent sends trace 3, it must end the time of trace 3 and start trace 3.
I have been able to assign this by creating new SLAs but when generating a report I cannot put them in a new series to obtain all the follow-ups.
I have tried different ways of configuration but nothing works for me. how can i configure this?
