Configuring a population's SLA settings

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 population.

  1. Login as CM setup administrator.
  2. Access Case Management from the navigation menu.
  3. Click Settings.
  4. Click Populations.
  5. Select a population.
  6. Click SLA.
  7. Specify this information:
    Week Begins
    The day of the week that the business week starts.
    Week Ends
    The day of the week that the business week ends.
    Business Hours Begin
    The time of day that the business day starts.
    Business Hours End
    The time of day that the business day ends.
    Reset on Reopen

    When set to yes, the case SLA is recalculated based on the date and time the case was reopened. When set to no, the case SLA is not reset, and the SLA date that was active at the time the case was closed applies.

  8. Click Update.
Parent topic: Populations