CloudSET SLA-M™ has a comprehensive set of SLA capabilities, including support for:
- Multiple working week patterns, holidays, and timezone regions
- Multiple SLA events (e.g. assignment, first response, updates, solve, escalations)
- Complex SLA Models/Templates
- Multiple SLA plans (universal | gold/silver/bronze | product A/B/C | per customer)
- Stop-the-Clock, Pre-warning, and Fuzzy Events
- Unique SLA-M Dashboard, with dynamic filters
The key benefits of CloudSET's SLA Management include:
- Granular definition of business hours for precise calculation
- Fractional time periods down to an accuracy of one minute intervals e.g. 30 mins
- Real-time operational analysis and management to keep within your SLAs
- Easy upgrades and reconfiguration, with no need to hand configure or maintain triggers )
- Reporting metrics generation for historical reporting
The CloudSET SLA-M Assistant™ is a Zendesk App which displays on individual tickets, the calculated future date and time that SLA events should happen by. This is very much a proactive, operational management approach, as well supporting historical performance reporting. This information is also be used in the SLA-M Dashboard™ and Zendesk Views to help prioritise ticket handling based on keeping within your SLA commitments.
A further contribution to the proactive approach is to warn the agent and others, that a ticket is getting close to breaching. This can be visually on the SLA-M Assistant™ as well as sending event notifications. Further indicators such as green for met and red for violations, as well the SLA and Business Hours specification applied, and active state, all combine to provide a clear contextual indicator of SLA performance at a per ticket level.
Optionally you can also elect to Stop-the-Clock on pending, on-hold, and solve; this can be especially relevant where the requester holds up the resolution. When the ticket reopens, the SLA is recalculated, discounted by the time the ticket was paused and/or in the solved state.
The CloudSET SLA-M Dashboard™ is a Zendesk App which displays countdown, time-ordered aggregated ticket lists, with the ability to dynamically filter the tickets to make informed operational decisions on "which tickets do I/we do next?".
Three configurable ordered lists are provided, the center list is used to focus on the very next set of tickets with due SLA events. The right-hand list is used for tickets with SLA events overdue, and the left-hand column is for SLA events due on the horizon.
To support ticket volume scaling, the display will adjust to use all available vertical and horizontal screen space and break the lists such that you're always able to see the top and bottom of the lists. The display automatically updates every minute and can be refreshed on-demand.
Dynamic filtering adds unparalleled flexibility and insight. Based on the working tickets data set, the filters are reverse generated, complete with counts, to indicate the shape and distribution of the tickets. Selecting a filter(s) narrows down the lists of tickets that share the selected filter, displaying also further reverse analysis of common characteristics shared by the filtered tickets.
As such, it is possible to zoom in to explore pattern sets of tickets to get a sense of the workload in relation to SLA commitments and to make operational decisions on which ticket to do next based on narrow factors, such as informal relative importance.
As an alternative, the layout can be switch to display a more traditional listing, where the various metrics are displayed as columns. This allows for the viewing of the whole ticket.
In addition to the dynamic filtering, a right-hand tray can be pulled out to access SLA Dashboard Views, akin to how Zendesk Views works to scope a set of tickets, which can be further dynamically filtered.
CloudSET SLA-M™ does not directly provide the historical reporting functions, although it does generate the SLA metrics relating to SLA Event pass/violations. These take the form of tags on the ticket.
SLA Reporting is normally implemented with Zendesk's Insights (GoodData). As such, guidelines are provided to defines GoodData Metrics from the facts sync exported from Zendesk. The GoodData Metrics can then be used to build Reports and Dashboards.
- Capabilities & Benefits
- SLA-M; Assistant
- SLA-M; Dashboard
- SLA Reporting