Timer to stop counting outside business hours
With the current setup of CS app, the SLA will include non-working hours when an agent starts working on a case and continue counting down. This however is pretty much confusing for the agent as the numbers you might get shown on the SLA vary. Instead what should be done, is, that the admin confi...
SLA Timer - stop continous running SLA timers (UI as well as background)
SLA Settings:
- Allow Pause & Resume = Yes
- Allow Custom Time Calculation = No
- Negative Count = enabled
Case:
- We are showing the different SLA Items inclusive their timer
- Timer starting with "Failure" time an...
STATUS DETAILSNeeds Votes
SLA should be measured in working hours and not include off work hours as well
Currently SLA cannot be set up to only look at working hours but also off work hours need to be added to prevent cases from being escalated too soon. As a result especially for reporting the figures get quite confusing as they don't show the actual (working) time spent on the case but the total t...
SLA Timestamps
Would be great to be able track the status of a case from opening to closing, which team was working on the case, what the call status was and how long it was at each stage, for example an account could have an agreed case turnaround time (SLA) of 10 days, from when the case is opened it is tr...
Cancel running SLA KPI Instances when the parent Case is Canceled
Current functionality is that SLA KPI instances that are activated when a case is created, will continue to run even when the case record is canceled. Also the "Resolve in" Date/Time counter will continue to count down, even though the case is terminated. For organizations that depend on these...
Time until Case resolved
When working with a client who uses Customer Service we can use the Out of the box functionality to measure how long it took to do certain things with a case through SLAs. What we found out that you can not measure, is the total worktime from SLA expiration to Case resolved. Meaning that we can't...
Track SLA before a deadline
Currently the SLA can be used only to track whether we take action after a given date, such as the creation of a new case. The functionality cannot be used where action has to be taken before a certain date. The SLA functionality is however very strong and flexible. As such I'd suggest that SL...
Thank you for your feedback.
This is a great suggestion! We will consider this in our roadmap.
Sincerely,
Vamsi
PM, Microsoft.
Option to use SLA in days, not just hours
Many companies use the SLA informed to the customer in days, not just hours. Internal areas, when resolving an incident, for example, also need to have the option of choosing an SLA in days. Without this option, the only way is to create a custom SLA calculation.
Allow Excel import of holidays in holiday scheduler
Often there is the requirement, that data imports should be automated if possible.
We could not find a possibility to import holidays into the holiday scheduling for usage in the SLAs.
I understand that it does not seem to be possible to programmatically import holidays (calendars/...
Increase maximum number of KPI's (entities and KPI's per entity)
I am presently working for a Government Customer who deals inter-agency and with Local Councils in relation to land planning activities such as; subdivision, certificate of titles, amalgamation, strata plans. As this process spans a number of agencies and legislation mandates that they manage th...
Administrator
Thank you for your feedback.
Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future.
Sincerely,
Vamsi
PM, Microsoft.