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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 configures the non-working hours (just as now) and the system will take the exact SLA and simply stop the countdown in non-working hours. This way the displayed values on the cases look correct and are not confusing the agents. As well it will allow much better for reporting on the time spent on a case as you can simply take this time instead of trying to figure out what the non-working hours were. The current setup of the system is simply not at all user friendly nor is it transparent.
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Ideas Administrator

Thank you for the idea. Please do provide your upvotes and comments for the same

Sincerely,   

Microsoft Dynamics Customer Service Team 

Comments

O

This is a great idea!

Category: Service Scheduling

O

Just to add to this:The Timer Control does not observe the default Service Schedule set on the SLA.When viewing the Timer Control on a Case when the SLA has not been met until the next day or several days later the Timer Control is showing the amount of time that has elapsed from the First Response SLA to its success condition being met.However the SLA KPI Instance Active Duration shows the number of minutes taken for the criteria to be met and observes the Business Hours.

Category: Service Scheduling

O

Fully agree with this one.For example, if a case was opened at 4pm, at 10am the next day the countdown will show 17 hours, whereas it should show 2 hours as it's only been 2 hours of user effort (rather than actual time).Logged a ticket with MS as thought this was a bug, but it's a feature.The official Microsoft statement is that the observed behavior is correct, the countdown takes in to account the whole time not the business hours.This is the behavior we expect from this feature.

Category: Service Scheduling

O

I totally agree that it's a must for the system to take into consideration the non-working hours into account.

Category: Service Scheduling

O

Great idea!

Category: Service Scheduling