3.3.2 SLA Policies Setup

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Last updated: Oct 15, 2024
2 min read

A service-level agreement (SLA) is a commitment between a service provider and a client. It lays out the expectations by which that service is measured. In CloudCX, you can configure SLAs for Time to First Response, Time to Next Response, or Time to Resolution for Tickets within the Inbox solution.

SLA Policies Setup

Prerequisites

A valid system admin account.

Step-by-Step Instructions

  1. Go to your system CloudCX installation domain, and log in with the admin account.

  2. From the left navigation menu, go to Inbox > Settings > SLA Policies.

  3. Click on the “+” button to add s SLA policy.

image-20240614-034006.png

  1. In Add SLA Policies page, enter a name for the SLA Policy.

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  1. Turn on the Enable toggle key to enable this policy.

  2. In the Target section, enter the response and resolution times (in hours and minutes) that match your business SLA targets.

  3. For Operational hours, you have two options to choose, 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 working hours.

  1. Define the Logical Expression, you can use meet all, meet any, or use logic expression to trigger the Service Level Target created in step #6 applies.

If you select “use logic expression” to set routing rules, please note：

  1. Conditions need to be added before input expression, otherwise the system will prompt “Invalid logical expression.”

  2. The parentheses must come in pairs and be written as half-width.

  3. Or, And are not case sensitive. Space should be added before and after.

  4. The precedence of logical operators in order from highest to lowest is: (), And, Or.

  5. The number used in the expression must exist in the identifier number list.

  6. If you have 5 conditions, you can use Expression like (1 or 2 or 3) and (4 and 5). This expression means the rule will be triggered when any of the 1 to 3 conditions is met as well as condition 4 and condition 5 are met. The number here is the condition identifier number.

  1. Click + Add a Condition to add a Condition for the rule to trigger.

Channel

is/is not

Email/Facebook/SMS/WhatsApp/Telegram/Instagram/Chat

Channel

is/is not

Email/Facebook/SMS/WhatsApp/Telegram/Instagram/Chat

Channel Account

is/is not

All accounts connected in the Inbox > Channels can be selected.

Contact Identity

Email/Facebook/SMS/WhatsApp/Telegram/Instagram/Call

is/is not /contains/not contains

Need to be filled in.

Contact Name

is/is not /contains/not contains

Need to be filled in.

Created Time

is/is not/after/before

@Today/@1 day ago/@7 days ago/@15 days ago/@30 days ago/Custom

Priority

is/is not

Low/Normal/High/Urgent

Subject

is/is not /contains/not contains

Need to be filled in.

Tag

contains/not contains

All tags created in Agent Panel.

  1. Click Save.

 

Manage SLA Policies

  • Set policy's Order: You can set the order of precedence for the SLA policies by dragging and dropping in the SLA policies list.

  • Enable/Disable: Turn on/off the “Enable” button to enable/disable the policy. If you disable a policy, tickets will no longer trigger this policy. If you enable the policy again, tickets will continue to trigger this policy.

  • Edit: Click on the “Edit” icon to open the edition window for editing the policy.

  • Delete: Click on the “Delete” icon to open a confirmation window for deleting the policy. Click on “Delete” button to delete the policy, or click on “Cancel” to cancel the deletion.