Ticketing, queues & SLA — found from sitemap — LiveAgent

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Facts read from this source

• SLA feature Report an error

  “SLA (Service-level Agreement) is an arrangement to meet target times to answer customers' service requests. SLA defines the expected time for agents to respond to tickets, chats, or calls.”

• SLA default time Report an error

  “Even tickets without an assigned SLA level have an internal 7-day answer time to ensure they are moved within the Tickets grid and distributed via To solve.”

• SLA effect Report an error

  “In LiveAgent, the SLA feature influences the order of tickets in the Tickets grid (sorted by Importance), and how the To solve function distributes tickets to agents.”

• SLA first answer Report an error

  “First answer - time limit for answering a ticket in New status, including marking the ticket as answered. This SLA type time starts counting when a new ticket is created and is closed when the ticket changes status from New to Answered.”

• SLA next answer Report an error

  “Next answer - time limit for answering a ticket in Open status, including marking the ticket as answered. Each time a ticket is reopened, either by a new message in the ticket or by an agent/system, a new Next answer time starts counting.”

• SLA first assign Report an error

  “First assign - time limit for assigning a ticket to an agent for the first time. This SLA type time starts counting when a ticket is created and is closed when the ticket is assigned to an agent, regardless of the ticket's status.”

• SLA first resolve Report an error

  “First resolve - time limit for resolving a ticket for the first time. This SLA type time starts counting when a ticket is created, pauses while the ticket is in any other state than New or Open (except Postponed status if the ticket was postponed from New or Open status), and is closed when the ticket is resolved.”

• SLA chat answer Report an error

  “Chat answer - time limit for picking up a chat. This SLA type time starts counting when a new chat is initiated by the customer (but not by an agent by inviting a visitor to chat from the Chats overview section) via a chat button or by accepting a chat invitation (including time spent in the queue) and is closed when the chat is picked up by an agent.”

• SLA call answer Report an error

  “Call answer - time limit for picking up a call. This SLA type time starts counting when a new call is initiated (including time spent in the queue, but not in IVR) and is closed when the call is picked up by an agent.”

• SLA business hours Report an error

  “Besides SLA times, you can also specify your business (working) hours and holidays. The SLA timers do not pause outside of the defined business hours, but the times are rather extended for the period outside of your business hours.”

• SLA rules Report an error

  “SLA rules only apply when a ticket is created. To apply SLA levels to tickets additionally, you can also use Rules or Time rules.”

• SLA log Report an error

  “Actions that fulfill SLA times create records in the SLA log for reporting purposes.”

• SLA configuration path Report an error

  “To set up the SLA feature, navigate to Configuration > Automation > SLA.”

• Ssl security Report an error

  “LiveAgent is an integrated customer support software, ticketing system, live chat, social helpdesk and voice helpdesk. You name it, it's there. Based in cloud and accessible from everywhere, with SSL safety.”

• Free trial Report an error

  “Free Trial”

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Scores citing this record

• The Agent Advocate Ticketing, queues & SLA
• The Data Protection Officer Ticketing, queues & SLA
• The Shop Operator Ticketing, queues & SLA
• The Integrator Ticketing, queues & SLA
• The Skeptic Ticketing, queues & SLA
• The Support Lead Ticketing, queues & SLA