Step by Step Instructions
Log in to your Cloudfon CX Control Panel.
From the left navigation menu, go to Inbox > Settings > SLA Policy.
Click"Add".
Give the policy a name and turn on the Enable toggle key.
In the Target section, enter the response and resolution times (in hours and minutes) that match your business SLA targets. For Operational hours you have two options Calendar hours and Operating hours.
Calendar hours are regular full-day round-the-clock hours. If you promise your customers 24/7 support, you need to use calendar hours as the basis of your SLA policies.
Operating Hours refer to the working hours of your service team. When chosen, the SLA clock for your tickets will not run outside of working hours. You can specify working hours for each day under Ticketing & Messaging > Settings > Working Time & Holidays.
Set Conditions for when the Service Level Target created in step #5 applies.
Click Save.
Note: If multiple SLA Policies are matched, they will be triggered in sequence according to their display orders.