Custom Automated Messages on SLAs or Timeouts
We would like the ability to send an automated message to a customer when the SLA expires. That way we can customise further automated messages without relying on existing triggers.
This could also be tied into timeout rules, where we could use a trigger of 'Waiting for an age...
Customer Service SLA calculate active duration time even after SLA breach
For reporting/analysis of actual response times of support agents when working on Cases it would be useful if the system would track time even after SLA breach/failure.
As an example, when an agent provides a first response to a customer before failure time of the SLA instance...
Connection between SLA and other records (Cloud Flows)
I want to be able to see connection between SLA and other records (Cloud Flows)
SLAInstanceMonitoringWarningAndExpiryFlow exception
Raising this idea on behalf of a customer.
When a case with an active SLA is created, this also creates a respective SLA KPI Instance. After that a flow called SLAInstanceMonitoringWarningAndExpiryFlow to check the SLA KPI Instance record once its close to expiry (in 7 days for e...
Chat Service Level
Dear Team,
I propose adding service level performance metrics to the Omnichannel Customer Service Historical Report Dashboard. This enhancement will allow contact centers to evaluate the effectiveness of their scheduling using various workforce planning models.
Ad-Hoc Bank Holiday Process
A fringe case, but UK bank holidays created with limited notice (Queens funeral), demonstrate an inflexibility for recalculating SLA's and workflows.
While these normally happen with some notice, there is precedence for ad hoc holidays being introduced. Kings Coronation, any ...