Ticketing, queues & SLA — found from sitemap — Gladly

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Facts read from this source

• SLA definition Report an error

  “Gladly defines our Reporting SLA. So, when a Customer reaches out, we measure how long it takes to acknowledge or respond to the Customer.”

• SLA configuration location Report an error

  “SLA is configurable in the Channel Entry Point or the Inbox.”

• SLA due date formula Report an error

  “Time of Contact + SLA target time = due date”

• SLA counter start Report an error

  “The SLA counter starts when the Conversation hits the queue.”

• Entry point SLA override Report an error

  “If the Entry Point SLA is specified, it will override the Inbox SLA. The Inbox SLA doesn't override the Entry Point SLA.”

• Due date comparison rule Report an error

  “If there is an existing due date, the two will be compared, and the earlier due date will be used.”

• Inbox reassignment SLA Report an error

  “The due date can change when a Conversation is moved to a different Inbox (manually by an Agent or a Rule). The shorter SLA of the two Inboxes is chosen to apply the new due date.”

• Cc bcc SLA rule Report an error

  “If an email happens to be addressed to one Entry Point in Gladly, and CCs or BCCs another Entry Point in Gladly, then the shorter SLA setting is used as the Entry Point setting.”

• SLA fulfillment voice Report an error

  “Voice calls – Fulfilled when the Agent accepts the call.”

• SLA fulfillment messaging Report an error

  “Messaging (chat, SMS, social messaging) – Fulfilled when the Agent sends a response, regardless of whether Work is auto-assigned or if the Agent has to click Accept.”

• SLA fulfillment email Report an error

  “Email, voicemail – Fulfilled when the Agent sends a response. The SLA is fulfilled if the outgoing email contains the Customer's email address in the TO, CC, or BCC fields, including forwarded emails.”

• SLA fulfillment other triggers Report an error

  “Closing a Conversation, ending a chat, or marking an item as No Reply Needed will also fulfill the SLA — if it isn't already. Note that auto-replies (from Rules) do not fulfill the SLA.”

• SLA cold transfer voice Report an error

  “For voice, if an Agent cold transfers the call, a new due date will be set (regardless of the original due date) by looking at the SLA of the Inbox that the Agent transfers to.”

• SLA transfer messaging mail Report an error

  “In the case of transferring messaging or mail Conversations to an Inbox (automatically or manually), the reporting SLA will remain fulfilled, but the Routing Engine will still look at the due date to prioritize.”

• SLA AI handoff Report an error

  “When a Customer contacts in and Gladly AI engages first, the messages that Gladly AI is engaging with are not considered as routed and queued. The SLA clock starts only after Gladly AI hands off the Customer to an Agent.”

• No reply needed reporting Report an error

  “The unfulfilled Contact like the SMS or chat will also reflect as unanswered in Liveboards so you must mark the last Contact as No Reply Needed to fulfill the Contact.”

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