Interpreting the Information Supplied by the SLA Assistant

Sub Banner

The SLA Assistant is displayed as a sidebar App (1) while focused on a Ticket from where it will interpret and display the following information pertaining to the progress and status of the SLA metric for each event modeled in your SLA process:

Identify when an event or task is due, has been completed, has passed or violated the SLA

Identify when an event or task is due, has been completed, has passed or violated the SLA

(1) The SLA Plan/Policy assigned to the Ticket

The SLA Plan (SLA3)  or SLA Policy (SLA4) determines how much time is allowed for each event or task, e.g. how soon after ticket submission an initial response must be given.

The amount of time for each event is specified by your Zendesk administrator for each
SLA Plan (SLA3)  or SLA Policy (SLA4) and if necessary each level of priority assigned to the ticket.

Hover over the name to see a brief
description of the SLA Plan/Policy in the tool tip.

(2) The Region or Business Hours assigned to the ticket

The Region provides a combination of timezone, working hours and public holidays to determine when agents should be available to work on the ticket.

This information is used to calculate the due date/time
(8) by when the event or task should be completed, based on when an agent will be available to start work and any intervening periods of non working hours.

These values are specified by your Zendesk administrator depending upon the agreements in place for business hours support.

Hover over the name to see a brief
description of the Region in the tool tip.

(3) The name or label given to the event for the SLA Plan specification

The list of events or tasks are shown in the SLA Assistant in next due/date time order (8).

Hover over the name to see a brief description of the event in the tool tip.

(4) The criteria for completing the event has been met within the agreed SLA

If the event or task is completed before the due date time (8), then the timer will be stopped and the SLA Assistant will indicate an SLA pass through the presence of a green tick.

(5) The criteria for completing the event has been met, but NOT within the agreed SLA (violated)

If the event or task has been completed but only after the due date time (8), then the timer will previously have been stopped and the SLA Assistant will indicate an SLA violation through the presence of a red tick.

Also depending upon your setup, a violation notification will have been emailed to the assigned agent and/or other groups and individuals.

(6) The SLA has been violated and the criteria for completing the event has NOT yet been met

If the due date/time (8) is now in the past and the event or task has still yet to be completed, then the timer will previously have been stopped and the SLA Assistant will indicate an SLA violation through the presence of a red box and the number of days/hours/mins overdue.

*Note: the figure displayed in the red box is the number of actual or calendar days/hours/mins elapsed since the violation occurred, not the number of business hours used to calculate the due date/time.

Also depending upon your setup, a violation notification will have been emailed to the assigned agent and/or other groups and individuals.

Once the event or task has been completed then the red box will be replaced with a red tick - see (5) above.

(7) The criteria for completing the event has NOT yet been met, but the timer is still running

If the event or task has NOT been completed but the due date time (8) has yet to be reached, then the SLA assistant will indicate that the timer is still running through the presence of a green box and the number of days/hours/mins remaining to complete the task.

*Note: the figure displayed in the green box is the number of actual or calendar days/hours/mins elapsed before a violation will occur, not the number of business hours used to calculate the due date/time, which might be significantly less.

(8) The due date/time by when the event criteria must have been met in order to pass the agreed SLA

If the timer for an event is still running or has since ended, then the SLA Assistant will display the due date/time by when the event or task should be or should have been completed.

Regardless of the time-zone associated with the ticket (see
(2) above), the due date/time will always be displayed using the time-zone configured in the Zendesk profile for the current user.

See
Identify when a timer has paused or stopped for circumstances under which the due date/time isn't displayed.

(9) The warning timer has fired for this event since the due date/time for completion is imminent

If your CloudSET SLA Management setup has been configured to make use of warning timers, then the SLA Assistant will indicate when a warning timer has fired through the presence of an amber box.

Also depending upon your setup, a warning notification will have been emailed to the assigned agent and/or other groups and individuals.

Your Zendesk administrator will have configured the number of minutes before the due date/time that the warning timer should fire in the
SLA Plan (SLA3) or SLA Policy (SLA4) specifications.

Identify when a timer has paused or suspended

Identify when a timer has paused or suspended

Depending upon your setup one or more of the events might have been configured to behave according to any of the following:

  1. Pause the event timer when the state of the ticket is set to Pending
  2. Pause the event timer when the state of the ticket is set to On-hold
  3. Suspend the event timer when the event or task is completed (e.g. a workaround is given, the ticket is solved, etc.)

In each case the SLA Assistant will indicate that the associated timer has been paused (1) or suspended (2) and display the amount of time remaining to complete the event or task (3) and (4).

If the state of the ticket is then changed or the conditions change such that the event or task is no longer considered as completed then the timer will be restarted and the due date/time will be displayed.
However, the due date/time will be recalculated taking into account the amount of time that the timer was paused or suspended (time remaining) to ensure the full amount of time allowed to complete the event or task.

Your Zendesk administrator can specify if and when each event timer will pause or suspend using the Events tab in the configuration tool.

SLA Pass & Violation Counts for repeating timers

SLA Pass & Violation Counts for repeating timers

Depending upon your setup it is possible that one or more events can occur multiple times throughout the life of the ticket, e.g. regular ongoing updates back to the customer.

When this is the case the SLA Assistant will display the following counts against the corresponding repeating event:

  1. The total number of times the event or task was completed within the agreed SLA (1)
  2. The total number of times the agreed SLA for completion of the event or task was violated (2)
  3. The total number of times the event timer has been started and has either passed or violated (3)
  4. The total number of times the due date/time has been extended due to an escalation (4)
    *Note:
    this total is only used when implementing support for a progressive escalation process

The SLA Assistant will display these counts inside the 'ear' against the corresponding repeating event.
Toggle between each count be clicking within the 'ear'.

The total pass count and total violation count for the repeating event is recorded against the ticket in custom fields for use in views and reports see Monitor and Measure SLA Performance.

Event Descriptions

Event Descriptions

A tooltip displays when hovering over any of the event names in the SLA Assistant showing a description of the event.

This description can be configured for each Policy (SLA4) or SLA Plan (SLA3) as follows:

Configuring Event Descriptions (SLA4)

Configuring Event Descriptions (SLA4)

Hover over any of the event names in the SLA Assistant to see a description of the event/metric.

The event description can be defined by your Zendesk Administrator using the Policy tab in the configuration tool (5).

Configuring Event Descriptions (SLA3)

Configuring Event Descriptions (SLA3)

Hover over any of the event names in the SLA Assistant to see a description of the event.

The event description can be defined by your Zendesk Administrator using the SLA Plan tab in the configuration tool (4).

SLA Plan/Policy Descriptions

SLA Plan/Policy Descriptions

A tooltip displays when hovering over the SLA Plan/Policy name in the SLA Assistant showing a description of the Plan/Ploicy.

This description can be configured for each Policy (SLA4) or SLA Plan (SLA3) as follows:

Configuring SLA Plan Descriptions (SLA4)

Configuring SLA Plan Descriptions (SLA4)

Hover over the SLA Policy name in the SLA Assistant to see a description of the Policy.

The Policy description can be defined by your Zendesk Administrator using the Policy tab in the configuration tool (5).

Configuring SLA Plan Descriptions (SLA3)

Configuring SLA Plan Descriptions (SLA3)

Hover over the SLA Plan name in the SLA Assistant to see a description of the plan assigned to the ticket.

The plan description can be defined by your Zendesk Administrator using the SLA Plan tab in the configuration tool (4).

Bus Hours (Region) Descriptions

Bus Hours (Region) Descriptions

A tooltip displays when hovering over the Bus Hours name in the SLA Assistant showing a description of the Region (combination of timezone, working hours and public holidays).

This description can be configured for each Region (SLA4 or SLA3) as follows:

Configuring Bus Hours Descriptions (SLA3)

Configuring Bus Hours Descriptions (SLA3)

Hover over the Bus Hours name in the SLA Assistant to see a description of the region assigned to the ticket (combination of timezone, business hours and holidays).

The Region description can be defined by your Zendesk Administrator using the Region tab in the configuration tool (4).

Configuring Bus Hours Descriptions (SLA3)

Configuring Bus Hours Descriptions (SLA3)

Hover over the Bus Hours name in the SLA Assistant to see a description of the region assigned to the ticket (combination of timezone, working hours and public holidays).

The Region description can be defined by your Zendesk Administrator using the Region tab in the configuration tool (4).

SLA Event Time Measurement

SLA Event Time Measurement

If your CloudSET SLA Management subscription plan includes the option to measure the amount of time taken to complete each event, then measures can be displayed in the SLA Assistant .

Please also refer to Measuring and Monitoring Business Hours spent on a Ticket (SLA3) for a full explanation.

Interpreting the Information Supplied by the SLA Assistant

Sub Banner

Interpreting the Information Supplied by the SLA Assistant

The SLA Assistant is displayed as a sidebar App (1) while focused on a Ticket from where it will interpret and display the following information pertaining to the progress and status of the SLA metric for each event modeled in your SLA process:

Identify when an event or task is due, has been completed, has passed or violated the SLA

Identify when an event or task is due, has been completed, has passed or violated the SLA

(1) The SLA Plan/Policy assigned to the Ticket

The SLA Plan (SLA3)  or SLA Policy (SLA4) determines how much time is allowed for each event or task, e.g. how soon after ticket submission an initial response must be given.

The amount of time for each event is specified by your Zendesk administrator for each
SLA Plan (SLA3)  or SLA Policy (SLA4) and if necessary each level of priority assigned to the ticket.

Hover over the name to see a brief
description of the SLA Plan/Policy in the tool tip.

(2) The Region or Business Hours assigned to the ticket

The Region provides a combination of timezone, working hours and public holidays to determine when agents should be available to work on the ticket.

This information is used to calculate the due date/time
(8) by when the event or task should be completed, based on when an agent will be available to start work and any intervening periods of non working hours.

These values are specified by your Zendesk administrator depending upon the agreements in place for business hours support.

Hover over the name to see a brief
description of the Region in the tool tip.

(3) The name or label given to the event for the SLA Plan specification

The list of events or tasks are shown in the SLA Assistant in next due/date time order (8).

Hover over the name to see a brief description of the event in the tool tip.

(4) The criteria for completing the event has been met within the agreed SLA

If the event or task is completed before the due date time (8), then the timer will be stopped and the SLA Assistant will indicate an SLA pass through the presence of a green tick.

(5) The criteria for completing the event has been met, but NOT within the agreed SLA (violated)

If the event or task has been completed but only after the due date time (8), then the timer will previously have been stopped and the SLA Assistant will indicate an SLA violation through the presence of a red tick.

Also depending upon your setup, a violation notification will have been emailed to the assigned agent and/or other groups and individuals.

(6) The SLA has been violated and the criteria for completing the event has NOT yet been met

If the due date/time (8) is now in the past and the event or task has still yet to be completed, then the timer will previously have been stopped and the SLA Assistant will indicate an SLA violation through the presence of a red box and the number of days/hours/mins overdue.

*Note: the figure displayed in the red box is the number of actual or calendar days/hours/mins elapsed since the violation occurred, not the number of business hours used to calculate the due date/time.

Also depending upon your setup, a violation notification will have been emailed to the assigned agent and/or other groups and individuals.

Once the event or task has been completed then the red box will be replaced with a red tick - see (5) above.

(7) The criteria for completing the event has NOT yet been met, but the timer is still running

If the event or task has NOT been completed but the due date time (8) has yet to be reached, then the SLA assistant will indicate that the timer is still running through the presence of a green box and the number of days/hours/mins remaining to complete the task.

*Note: the figure displayed in the green box is the number of actual or calendar days/hours/mins elapsed before a violation will occur, not the number of business hours used to calculate the due date/time, which might be significantly less.

(8) The due date/time by when the event criteria must have been met in order to pass the agreed SLA

If the timer for an event is still running or has since ended, then the SLA Assistant will display the due date/time by when the event or task should be or should have been completed.

Regardless of the time-zone associated with the ticket (see
(2) above), the due date/time will always be displayed using the time-zone configured in the Zendesk profile for the current user.

See
Identify when a timer has paused or stopped for circumstances under which the due date/time isn't displayed.

(9) The warning timer has fired for this event since the due date/time for completion is imminent

If your CloudSET SLA Management setup has been configured to make use of warning timers, then the SLA Assistant will indicate when a warning timer has fired through the presence of an amber box.

Also depending upon your setup, a warning notification will have been emailed to the assigned agent and/or other groups and individuals.

Your Zendesk administrator will have configured the number of minutes before the due date/time that the warning timer should fire in the
SLA Plan (SLA3) or SLA Policy (SLA4) specifications.

Identify when a timer has paused or suspended

Identify when a timer has paused or suspended

Depending upon your setup one or more of the events might have been configured to behave according to any of the following:

  1. Pause the event timer when the state of the ticket is set to Pending
  2. Pause the event timer when the state of the ticket is set to On-hold
  3. Suspend the event timer when the event or task is completed (e.g. a workaround is given, the ticket is solved, etc.)

In each case the SLA Assistant will indicate that the associated timer has been paused (1) or suspended (2) and display the amount of time remaining to complete the event or task (3) and (4).

If the state of the ticket is then changed or the conditions change such that the event or task is no longer considered as completed then the timer will be restarted and the due date/time will be displayed.
However, the due date/time will be recalculated taking into account the amount of time that the timer was paused or suspended (time remaining) to ensure the full amount of time allowed to complete the event or task.

Your Zendesk administrator can specify if and when each event timer will pause or suspend using the Events tab in the configuration tool.

SLA Pass & Violation Counts for repeating timers

SLA Pass & Violation Counts for repeating timers

Depending upon your setup it is possible that one or more events can occur multiple times throughout the life of the ticket, e.g. regular ongoing updates back to the customer.

When this is the case the SLA Assistant will display the following counts against the corresponding repeating event:

  1. The total number of times the event or task was completed within the agreed SLA (1)
  2. The total number of times the agreed SLA for completion of the event or task was violated (2)
  3. The total number of times the event timer has been started and has either passed or violated (3)
  4. The total number of times the due date/time has been extended due to an escalation (4)
    *Note:
    this total is only used when implementing support for a progressive escalation process

The SLA Assistant will display these counts inside the 'ear' against the corresponding repeating event.
Toggle between each count be clicking within the 'ear'.

The total pass count and total violation count for the repeating event is recorded against the ticket in custom fields for use in views and reports see Monitor and Measure SLA Performance.

Event Descriptions

Event Descriptions

A tooltip displays when hovering over any of the event names in the SLA Assistant showing a description of the event.

This description can be configured for each Policy (SLA4) or SLA Plan (SLA3) as follows:

Configuring Event Descriptions (SLA4)

Configuring Event Descriptions (SLA4)

Hover over any of the event names in the SLA Assistant to see a description of the event/metric.

The event description can be defined by your Zendesk Administrator using the Policy tab in the configuration tool (5).

Configuring Event Descriptions (SLA3)

Configuring Event Descriptions (SLA3)

Hover over any of the event names in the SLA Assistant to see a description of the event.

The event description can be defined by your Zendesk Administrator using the SLA Plan tab in the configuration tool (4).

SLA Plan/Policy Descriptions

SLA Plan/Policy Descriptions

A tooltip displays when hovering over the SLA Plan/Policy name in the SLA Assistant showing a description of the Plan/Ploicy.

This description can be configured for each Policy (SLA4) or SLA Plan (SLA3) as follows:

Configuring SLA Plan Descriptions (SLA4)

Configuring SLA Plan Descriptions (SLA4)

Hover over the SLA Policy name in the SLA Assistant to see a description of the Policy.

The Policy description can be defined by your Zendesk Administrator using the Policy tab in the configuration tool (5).

Configuring SLA Plan Descriptions (SLA3)

Configuring SLA Plan Descriptions (SLA3)

Hover over the SLA Plan name in the SLA Assistant to see a description of the plan assigned to the ticket.

The plan description can be defined by your Zendesk Administrator using the SLA Plan tab in the configuration tool (4).

Bus Hours (Region) Descriptions

Bus Hours (Region) Descriptions

A tooltip displays when hovering over the Bus Hours name in the SLA Assistant showing a description of the Region (combination of timezone, working hours and public holidays).

This description can be configured for each Region (SLA4 or SLA3) as follows:

Configuring Bus Hours Descriptions (SLA3)

Configuring Bus Hours Descriptions (SLA3)

Hover over the Bus Hours name in the SLA Assistant to see a description of the region assigned to the ticket (combination of timezone, business hours and holidays).

The Region description can be defined by your Zendesk Administrator using the Region tab in the configuration tool (4).

Configuring Bus Hours Descriptions (SLA3)

Configuring Bus Hours Descriptions (SLA3)

Hover over the Bus Hours name in the SLA Assistant to see a description of the region assigned to the ticket (combination of timezone, working hours and public holidays).

The Region description can be defined by your Zendesk Administrator using the Region tab in the configuration tool (4).

SLA Event Time Measurement

SLA Event Time Measurement

If your CloudSET SLA Management subscription plan includes the option to measure the amount of time taken to complete each event, then measures can be displayed in the SLA Assistant .

Please also refer to Measuring and Monitoring Business Hours spent on a Ticket (SLA3) for a full explanation.

Interpreting the Information Supplied by the SLA Assistant

Sub Banner

The SLA Assistant is displayed as a sidebar App (1) while focused on a Ticket from where it will interpret and display the following information pertaining to the progress and status of the SLA metric for each event modeled in your SLA process:

Identify when an event or task is due, has been completed, has passed or violated the SLA

Identify when an event or task is due, has been completed, has passed or violated the SLA

(1) The SLA Plan/Policy assigned to the Ticket

The SLA Plan (SLA3)  or SLA Policy (SLA4) determines how much time is allowed for each event or task, e.g. how soon after ticket submission an initial response must be given.

The amount of time for each event is specified by your Zendesk administrator for each
SLA Plan (SLA3)  or SLA Policy (SLA4) and if necessary each level of priority assigned to the ticket.

Hover over the name to see a brief
description of the SLA Plan/Policy in the tool tip.

(2) The Region or Business Hours assigned to the ticket

The Region provides a combination of timezone, working hours and public holidays to determine when agents should be available to work on the ticket.

This information is used to calculate the due date/time
(8) by when the event or task should be completed, based on when an agent will be available to start work and any intervening periods of non working hours.

These values are specified by your Zendesk administrator depending upon the agreements in place for business hours support.

Hover over the name to see a brief
description of the Region in the tool tip.

(3) The name or label given to the event for the SLA Plan specification

The list of events or tasks are shown in the SLA Assistant in next due/date time order (8).

Hover over the name to see a brief description of the event in the tool tip.

(4) The criteria for completing the event has been met within the agreed SLA

If the event or task is completed before the due date time (8), then the timer will be stopped and the SLA Assistant will indicate an SLA pass through the presence of a green tick.

(5) The criteria for completing the event has been met, but NOT within the agreed SLA (violated)

If the event or task has been completed but only after the due date time (8), then the timer will previously have been stopped and the SLA Assistant will indicate an SLA violation through the presence of a red tick.

Also depending upon your setup, a violation notification will have been emailed to the assigned agent and/or other groups and individuals.

(6) The SLA has been violated and the criteria for completing the event has NOT yet been met

If the due date/time (8) is now in the past and the event or task has still yet to be completed, then the timer will previously have been stopped and the SLA Assistant will indicate an SLA violation through the presence of a red box and the number of days/hours/mins overdue.

*Note: the figure displayed in the red box is the number of actual or calendar days/hours/mins elapsed since the violation occurred, not the number of business hours used to calculate the due date/time.

Also depending upon your setup, a violation notification will have been emailed to the assigned agent and/or other groups and individuals.

Once the event or task has been completed then the red box will be replaced with a red tick - see (5) above.

(7) The criteria for completing the event has NOT yet been met, but the timer is still running

If the event or task has NOT been completed but the due date time (8) has yet to be reached, then the SLA assistant will indicate that the timer is still running through the presence of a green box and the number of days/hours/mins remaining to complete the task.

*Note: the figure displayed in the green box is the number of actual or calendar days/hours/mins elapsed before a violation will occur, not the number of business hours used to calculate the due date/time, which might be significantly less.

(8) The due date/time by when the event criteria must have been met in order to pass the agreed SLA

If the timer for an event is still running or has since ended, then the SLA Assistant will display the due date/time by when the event or task should be or should have been completed.

Regardless of the time-zone associated with the ticket (see
(2) above), the due date/time will always be displayed using the time-zone configured in the Zendesk profile for the current user.

See
Identify when a timer has paused or stopped for circumstances under which the due date/time isn't displayed.

(9) The warning timer has fired for this event since the due date/time for completion is imminent

If your CloudSET SLA Management setup has been configured to make use of warning timers, then the SLA Assistant will indicate when a warning timer has fired through the presence of an amber box.

Also depending upon your setup, a warning notification will have been emailed to the assigned agent and/or other groups and individuals.

Your Zendesk administrator will have configured the number of minutes before the due date/time that the warning timer should fire in the
SLA Plan (SLA3) or SLA Policy (SLA4) specifications.

Identify when a timer has paused or suspended

Identify when a timer has paused or suspended

Depending upon your setup one or more of the events might have been configured to behave according to any of the following:

  1. Pause the event timer when the state of the ticket is set to Pending
  2. Pause the event timer when the state of the ticket is set to On-hold
  3. Suspend the event timer when the event or task is completed (e.g. a workaround is given, the ticket is solved, etc.)

In each case the SLA Assistant will indicate that the associated timer has been paused (1) or suspended (2) and display the amount of time remaining to complete the event or task (3) and (4).

If the state of the ticket is then changed or the conditions change such that the event or task is no longer considered as completed then the timer will be restarted and the due date/time will be displayed.
However, the due date/time will be recalculated taking into account the amount of time that the timer was paused or suspended (time remaining) to ensure the full amount of time allowed to complete the event or task.

Your Zendesk administrator can specify if and when each event timer will pause or suspend using the Events tab in the configuration tool.

SLA Pass & Violation Counts for repeating timers

SLA Pass & Violation Counts for repeating timers

Depending upon your setup it is possible that one or more events can occur multiple times throughout the life of the ticket, e.g. regular ongoing updates back to the customer.

When this is the case the SLA Assistant will display the following counts against the corresponding repeating event:

  1. The total number of times the event or task was completed within the agreed SLA (1)
  2. The total number of times the agreed SLA for completion of the event or task was violated (2)
  3. The total number of times the event timer has been started and has either passed or violated (3)
  4. The total number of times the due date/time has been extended due to an escalation (4)
    *Note:
    this total is only used when implementing support for a progressive escalation process

The SLA Assistant will display these counts inside the 'ear' against the corresponding repeating event.
Toggle between each count be clicking within the 'ear'.

The total pass count and total violation count for the repeating event is recorded against the ticket in custom fields for use in views and reports see Monitor and Measure SLA Performance.

Event Descriptions

Event Descriptions

A tooltip displays when hovering over any of the event names in the SLA Assistant showing a description of the event.

This description can be configured for each Policy (SLA4) or SLA Plan (SLA3) as follows:

Configuring Event Descriptions (SLA4)

Configuring Event Descriptions (SLA4)

Hover over any of the event names in the SLA Assistant to see a description of the event/metric.

The event description can be defined by your Zendesk Administrator using the Policy tab in the configuration tool (5).

Configuring Event Descriptions (SLA3)

Configuring Event Descriptions (SLA3)

Hover over any of the event names in the SLA Assistant to see a description of the event.

The event description can be defined by your Zendesk Administrator using the SLA Plan tab in the configuration tool (4).

SLA Plan/Policy Descriptions

SLA Plan/Policy Descriptions

A tooltip displays when hovering over the SLA Plan/Policy name in the SLA Assistant showing a description of the Plan/Ploicy.

This description can be configured for each Policy (SLA4) or SLA Plan (SLA3) as follows:

Configuring SLA Plan Descriptions (SLA4)

Configuring SLA Plan Descriptions (SLA4)

Hover over the SLA Policy name in the SLA Assistant to see a description of the Policy.

The Policy description can be defined by your Zendesk Administrator using the Policy tab in the configuration tool (5).

Configuring SLA Plan Descriptions (SLA3)

Configuring SLA Plan Descriptions (SLA3)

Hover over the SLA Plan name in the SLA Assistant to see a description of the plan assigned to the ticket.

The plan description can be defined by your Zendesk Administrator using the SLA Plan tab in the configuration tool (4).

Bus Hours (Region) Descriptions

Bus Hours (Region) Descriptions

A tooltip displays when hovering over the Bus Hours name in the SLA Assistant showing a description of the Region (combination of timezone, working hours and public holidays).

This description can be configured for each Region (SLA4 or SLA3) as follows:

Configuring Bus Hours Descriptions (SLA3)

Configuring Bus Hours Descriptions (SLA3)

Hover over the Bus Hours name in the SLA Assistant to see a description of the region assigned to the ticket (combination of timezone, business hours and holidays).

The Region description can be defined by your Zendesk Administrator using the Region tab in the configuration tool (4).

Configuring Bus Hours Descriptions (SLA3)

Configuring Bus Hours Descriptions (SLA3)

Hover over the Bus Hours name in the SLA Assistant to see a description of the region assigned to the ticket (combination of timezone, working hours and public holidays).

The Region description can be defined by your Zendesk Administrator using the Region tab in the configuration tool (4).

SLA Event Time Measurement

SLA Event Time Measurement

If your CloudSET SLA Management subscription plan includes the option to measure the amount of time taken to complete each event, then measures can be displayed in the SLA Assistant .

Please also refer to Measuring and Monitoring Business Hours spent on a Ticket (SLA3) for a full explanation.

Interpreting the Information Supplied by the SLA Assistant

Sub Banner

Interpreting the Information Supplied by the SLA Assistant

The SLA Assistant is displayed as a sidebar App (1) while focused on a Ticket from where it will interpret and display the following information pertaining to the progress and status of the SLA metric for each event modeled in your SLA process:

Identify when an event or task is due, has been completed, has passed or violated the SLA

Identify when an event or task is due, has been completed, has passed or violated the SLA

(1) The SLA Plan/Policy assigned to the Ticket

The SLA Plan (SLA3)  or SLA Policy (SLA4) determines how much time is allowed for each event or task, e.g. how soon after ticket submission an initial response must be given.

The amount of time for each event is specified by your Zendesk administrator for each
SLA Plan (SLA3)  or SLA Policy (SLA4) and if necessary each level of priority assigned to the ticket.

Hover over the name to see a brief
description of the SLA Plan/Policy in the tool tip.

(2) The Region or Business Hours assigned to the ticket

The Region provides a combination of timezone, working hours and public holidays to determine when agents should be available to work on the ticket.

This information is used to calculate the due date/time
(8) by when the event or task should be completed, based on when an agent will be available to start work and any intervening periods of non working hours.

These values are specified by your Zendesk administrator depending upon the agreements in place for business hours support.

Hover over the name to see a brief
description of the Region in the tool tip.

(3) The name or label given to the event for the SLA Plan specification

The list of events or tasks are shown in the SLA Assistant in next due/date time order (8).

Hover over the name to see a brief description of the event in the tool tip.

(4) The criteria for completing the event has been met within the agreed SLA

If the event or task is completed before the due date time (8), then the timer will be stopped and the SLA Assistant will indicate an SLA pass through the presence of a green tick.

(5) The criteria for completing the event has been met, but NOT within the agreed SLA (violated)

If the event or task has been completed but only after the due date time (8), then the timer will previously have been stopped and the SLA Assistant will indicate an SLA violation through the presence of a red tick.

Also depending upon your setup, a violation notification will have been emailed to the assigned agent and/or other groups and individuals.

(6) The SLA has been violated and the criteria for completing the event has NOT yet been met

If the due date/time (8) is now in the past and the event or task has still yet to be completed, then the timer will previously have been stopped and the SLA Assistant will indicate an SLA violation through the presence of a red box and the number of days/hours/mins overdue.

*Note: the figure displayed in the red box is the number of actual or calendar days/hours/mins elapsed since the violation occurred, not the number of business hours used to calculate the due date/time.

Also depending upon your setup, a violation notification will have been emailed to the assigned agent and/or other groups and individuals.

Once the event or task has been completed then the red box will be replaced with a red tick - see (5) above.

(7) The criteria for completing the event has NOT yet been met, but the timer is still running

If the event or task has NOT been completed but the due date time (8) has yet to be reached, then the SLA assistant will indicate that the timer is still running through the presence of a green box and the number of days/hours/mins remaining to complete the task.

*Note: the figure displayed in the green box is the number of actual or calendar days/hours/mins elapsed before a violation will occur, not the number of business hours used to calculate the due date/time, which might be significantly less.

(8) The due date/time by when the event criteria must have been met in order to pass the agreed SLA

If the timer for an event is still running or has since ended, then the SLA Assistant will display the due date/time by when the event or task should be or should have been completed.

Regardless of the time-zone associated with the ticket (see
(2) above), the due date/time will always be displayed using the time-zone configured in the Zendesk profile for the current user.

See
Identify when a timer has paused or stopped for circumstances under which the due date/time isn't displayed.

(9) The warning timer has fired for this event since the due date/time for completion is imminent

If your CloudSET SLA Management setup has been configured to make use of warning timers, then the SLA Assistant will indicate when a warning timer has fired through the presence of an amber box.

Also depending upon your setup, a warning notification will have been emailed to the assigned agent and/or other groups and individuals.

Your Zendesk administrator will have configured the number of minutes before the due date/time that the warning timer should fire in the
SLA Plan (SLA3) or SLA Policy (SLA4) specifications.

Identify when a timer has paused or suspended

Identify when a timer has paused or suspended

Depending upon your setup one or more of the events might have been configured to behave according to any of the following:

  1. Pause the event timer when the state of the ticket is set to Pending
  2. Pause the event timer when the state of the ticket is set to On-hold
  3. Suspend the event timer when the event or task is completed (e.g. a workaround is given, the ticket is solved, etc.)

In each case the SLA Assistant will indicate that the associated timer has been paused (1) or suspended (2) and display the amount of time remaining to complete the event or task (3) and (4).

If the state of the ticket is then changed or the conditions change such that the event or task is no longer considered as completed then the timer will be restarted and the due date/time will be displayed.
However, the due date/time will be recalculated taking into account the amount of time that the timer was paused or suspended (time remaining) to ensure the full amount of time allowed to complete the event or task.

Your Zendesk administrator can specify if and when each event timer will pause or suspend using the Events tab in the configuration tool.

SLA Pass & Violation Counts for repeating timers

SLA Pass & Violation Counts for repeating timers

Depending upon your setup it is possible that one or more events can occur multiple times throughout the life of the ticket, e.g. regular ongoing updates back to the customer.

When this is the case the SLA Assistant will display the following counts against the corresponding repeating event:

  1. The total number of times the event or task was completed within the agreed SLA (1)
  2. The total number of times the agreed SLA for completion of the event or task was violated (2)
  3. The total number of times the event timer has been started and has either passed or violated (3)
  4. The total number of times the due date/time has been extended due to an escalation (4)
    *Note:
    this total is only used when implementing support for a progressive escalation process

The SLA Assistant will display these counts inside the 'ear' against the corresponding repeating event.
Toggle between each count be clicking within the 'ear'.

The total pass count and total violation count for the repeating event is recorded against the ticket in custom fields for use in views and reports see Monitor and Measure SLA Performance.

Event Descriptions

Event Descriptions

A tooltip displays when hovering over any of the event names in the SLA Assistant showing a description of the event.

This description can be configured for each Policy (SLA4) or SLA Plan (SLA3) as follows:

Configuring Event Descriptions (SLA4)

Configuring Event Descriptions (SLA4)

Hover over any of the event names in the SLA Assistant to see a description of the event/metric.

The event description can be defined by your Zendesk Administrator using the Policy tab in the configuration tool (5).

Configuring Event Descriptions (SLA3)

Configuring Event Descriptions (SLA3)

Hover over any of the event names in the SLA Assistant to see a description of the event.

The event description can be defined by your Zendesk Administrator using the SLA Plan tab in the configuration tool (4).

SLA Plan/Policy Descriptions

SLA Plan/Policy Descriptions

A tooltip displays when hovering over the SLA Plan/Policy name in the SLA Assistant showing a description of the Plan/Ploicy.

This description can be configured for each Policy (SLA4) or SLA Plan (SLA3) as follows:

Configuring SLA Plan Descriptions (SLA4)

Configuring SLA Plan Descriptions (SLA4)

Hover over the SLA Policy name in the SLA Assistant to see a description of the Policy.

The Policy description can be defined by your Zendesk Administrator using the Policy tab in the configuration tool (5).

Configuring SLA Plan Descriptions (SLA3)

Configuring SLA Plan Descriptions (SLA3)

Hover over the SLA Plan name in the SLA Assistant to see a description of the plan assigned to the ticket.

The plan description can be defined by your Zendesk Administrator using the SLA Plan tab in the configuration tool (4).

Bus Hours (Region) Descriptions

Bus Hours (Region) Descriptions

A tooltip displays when hovering over the Bus Hours name in the SLA Assistant showing a description of the Region (combination of timezone, working hours and public holidays).

This description can be configured for each Region (SLA4 or SLA3) as follows:

Configuring Bus Hours Descriptions (SLA3)

Configuring Bus Hours Descriptions (SLA3)

Hover over the Bus Hours name in the SLA Assistant to see a description of the region assigned to the ticket (combination of timezone, business hours and holidays).

The Region description can be defined by your Zendesk Administrator using the Region tab in the configuration tool (4).

Configuring Bus Hours Descriptions (SLA3)

Configuring Bus Hours Descriptions (SLA3)

Hover over the Bus Hours name in the SLA Assistant to see a description of the region assigned to the ticket (combination of timezone, working hours and public holidays).

The Region description can be defined by your Zendesk Administrator using the Region tab in the configuration tool (4).

SLA Event Time Measurement

SLA Event Time Measurement

If your CloudSET SLA Management subscription plan includes the option to measure the amount of time taken to complete each event, then measures can be displayed in the SLA Assistant .

Please also refer to Measuring and Monitoring Business Hours spent on a Ticket (SLA3) for a full explanation.