Configuring service level agreement settings for the organization

The service level agreement, 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. If necessary, they 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, configure the SLA settings to reflect the time zone of most agents.

As an administrator, you can configure the SLA settings on the organization level. The SLA can also be specified for each service group. Service group-level SLA settings override organization-level settings.

See Adding and editing service groups.

  1. Select Administration > Setup.
  2. In the Primary pane, click Application Settings.
  3. Double-click an organization record.
  4. Click the SLA tab.
  5. 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 check box 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.
  6. Click Save.