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We have several questions regarding the Service Department SLA clock.  Here is the scenario… 

An event is assigned to SVD A with a defined SVD SLA (not an internal SLA) with the appropriate Priority.  The SVD works the event for 1 day (the SVD SLA resolution time is 5 days) but needs to assign it to SVD B.  SVD B possesses the ticket for 6 days and re-assigns the ticket to SVD A.  Is the resolution SLA for SVD A in breach?  Also, does the SLA clock for SVD A stop when it is assigned to SVD B?  If so, does the SLA clock for SVD A restart upon re-assignment from SVD B, or does the SLA clock “pick up where it left off?” 

Thanks!

Hi,

 

so what you are talking about is what we normally call the OLA. But this is indeed setup as a Service Department SLA in assyst.

For OLA reporting three things need to be setup in assyst:

  • SLA (with targets setup) filled in on the Service Department form
  • Acknowledgement Required ticked on the SVD form
  • ‘Detailed assignment history’ system parameter should be set to true.

When this has been setup then each time a call is assigned to a new team then two clocks will start running:

  • SVD response time (how long it takes a member of the assigned SVD to take any action against the call)
  • SVD Assignment time (how long the call was assigned to the SVD for this assignment)

If a call ping-pongs between SVDs then for each assignment these timings will restart from zero.

These timings are separate from the overall SLA towards the end user.

You can see the achieved and target times by opening the assignment action to a SVD:

 

 

With reporting it is possible to add up multiple response/assignment times for one SVD if your calls tend to ping pong between teams.

Thanks for the response.  That helps!

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