Configuring service level agreement settings for the organization

This topic describes configuration of the service level agreement settings for an organization. The service level agreements can also be specified for each service group. Service group-level service level agreement settings override organization-level settings.

See Adding and editing service groups.

The service level agreement date, or SLA date, is the actual date the case is expected to be closed. The SLA settings define the start and end of the work week and the start and end of the work day for the population. With a separate setting, you can configure the SLA date to reset if the case is reopened,based on the reopen date. SLA dates are stored in the system in U.S. Eastern Standard Time and if necessary are converted and displayed in the application according to the logged in user's time zone. If your organization uses agents in multiple time zones, then configure the SLA settings to reflect the time zone of the majority of agents that serve the organization.

  1. Click Application Settings.
  2. Double-click the organization.
  3. Click SLA.
  4. Specify this information:
    Begin Day
    Specify the day of the week that the business week begins.
    End Day
    Specify the day of the week that the business week ends.
    Begin Time GMT
    Specify the time of day that the work day begins.
    End Time GMT
    Specify the time of day that the work day ends.
    Reset On Reopen
    Select this setting to reset the SLA settings if the case is closed and reopened. When this setting is selected, the case SLA is recalculated based on the date and time that the case was reopened. When this setting is not selected, the case SLA is not reset, and the SLA date that was active at the time the case was closed applies.
  5. Click Save.