Skip to Content

SLA Enhancements (as of 17.08)

Following SLA’s are already supported –

  1. Due Date for Initial Review
  2. Due Date for Response
  3. Due Date for On-Site Arrival
  4. Due Date for Completion
  5. Due Date for Resolution

What is new – as of 17.08?

Pause SLA clock

You can now pause SLA clock when assignment status changes from Agent to Customer.  Example, when the ticket status is in Customer Action, SLA clocks are paused. Once customer responds, ticket goes to Agent, clock resumes.  SLA Due dates are updated(postponed) to reflect new times.

Where is at applicable?

This is applicable for Completion Due, Resolution Due and On-Site Arrival

Example 1 –

  1. Customer opens ticket at Mon 10 AM. Completion Due Date/Time – Mon, 2 pm. Note – Completion Due SLA – 4 hours in this example.
  2. Agent works on it for an hour till 11 AM. Determines needs more info. Change the ticket to Customer Action. Note – Now SLA clock pause. At this point Agent has used 1 out 4 hours of SLA time
  3. Customer responds at 3 PM. SLA clock resume. Agent is still left with 3 hours to meet SLA. New Due Date – Tue 9 AM. Note – This takes in account working hours (8am to 5pm) in this example.
  4. Agent completed ticket at Tue 8:30 AM. Hence meets SLA.

Example 2 – Re-Open Scenario

  1. Customer opens ticket at Mon 10 AM. Completion Due Date/Time – Mon, 2 pm. Note – Completion Due SLA – 4 hours in this example.
  2. Agent works on it for an hour till 11 AM. Determines needs more info. Change the ticket to Customer Action. Note – Now SLA clock pause. At this point Agent has used 1 out 4 hours of SLA time
  3. Customer responds at 3 PM. SLA clock resume. Agent is still left with 3 hours to meet SLA. New Due Date – Tue 9 AM. Note – This takes in account working hours (8am to 5pm) in this example.
  4. Agent completed ticket at Tue 8:30 AM. Hence meets SLA for now.
  5. Customer is not satisfied. Re-Opens ticket at Tue 8:45. New Due Date – Tue 9:15 AM
  6. Agent responds and completes ticket again at Tue 9:05 AM.
  7. Customer confirms and ticket is closed.
  8. Final SLA time points – Completion Due Tue 9:15 AM. Competed Date – Tue 9: 05 AM. SLA Met. Yay!

Durations –

Introduced two new fields on Ticket UI –

  1. Time with Agent – Shoes cumulative time ticket has been with Agent
  2. Time with Customer – Shows communitive time ticket has been Customer

Durations are updated when ticket assignment status changes from Agent to Customer.

Example –

  1. Ticket created at Mon 10. In Open Status with Agent
  2. Ticket goes to Customer Action at 11 PM.
  3. Now Time with Agent shows 1 hour
  4. Customer responds at 3 PM. Now Time with Customer is updated; shows 4 hours
  5. Agent completes ticket next day, Tue 8:30. Now Time with Agent is updated; shows  3 hr 30 min.  Note – This takes in to account working hour calendar.

Sample Ticket –  Shows Durations and Updated Due Dates.

Reports –

SEODSRQDTS01 – Time points data source Is enhanced with

  • New Characteristics –
    • Processor Duration (Time with Agent)
    • Requestor Duration (Time with Customer)
    • Completion SLA Met
    • Completion SLA Missed
    • On-Site SLA Met
    • On-Site SLA Missed
    • Resolution SLA Met
    • Resolution SLA Missed
  • New Key Figure Group –  SEODSRQDTS01_STR_02
    • Total Completion SLA Met
    • Total Completion SLA Missed
    • Total On-Site SLA Met
    • Total On-Site SLA Missed
    • Total Resolution SLA Met
    • Total Resolution SLA Missed

New Report delivered – seodsrqdts01_Q0005 (Service Level Agreement report)

You could build these kind of reports – See Appendix –

 

Summary of Enhancements –

  1. SLA Config Screen – Added Recalculate checkbox
  2. Two new fields on Ticket UI – Time with Agent, Time with Customer
  3. Two new fields in Data Sources – Processor Duration (Time with Agent) and Requestor Duration (Time with Customer)
  4. New report delivered out of the box

How do you turn on these new features?

Admin need to explicitly enable these features in SLA config scree. See new Recalculate checkbox below. Only tickets assigned to these SLA’s reflect these changes.

 

Key Design Considerations –

  • Working calendar – SLA updates does take in to account working calendar of the Company (Agents)
  • Assignment Status – Durations and Due dates recalculations are triggered when Assignment Status changes. Not on Ticket Status. Admin can configure custom ticket status and link to assignment status. This is done in BC Config->Fine Tuning under Tickets. More on this, refer to configuring custom status in  Admin guide.
  • Ticket UI updates – Durations and Due Dates are updated on UI only when the assignment status changes from processor to requestor and vice versa.

Benefits of these Enhancements –

  • Higher data accuracy – SLA’s now accurately reflects due dates. Leads to higher confidence in SLA reports
  • Higher adoption – With ease of Use in generating SLA reports with new key figures.
  • Higher confidence in to ticket processing – With visibility of time spent with agent vs customer.

More on SLA’s-

Refer to C4C Admin guide – https://help.sap.com/viewer/p/SAP_HYBRIS_CLOUD_FOR_CUSTOMER

What is new video – https://www.youtube.com/playlist?list=PLsVqYCxOaxJmaNyqrMMzdQJDjV4WPmQD-

Appendix

Sample SLA reports –

To report this post you need to login first.

3 Comments

You must be Logged on to comment or reply to a post.

  1. Andrew Smith

    Hello Kiran, can you detail the definitions of the following as we struggle to clearly interpret what data columns and likewise how calculated fields are formulated.

    Created On; Reported On; Changed On;Initial Review Due;Initial Review Completed;Completion Due; Completed Date; Resolution Due;Resolved On;Escalated On;Last Customer Interaction;Last Agent Interaction;Reopened On;Time with Agent;Time with Customer

    Completion SLA Met;Resolution SLA Met;Average Review Time;Average Handle Time (Secs)

    Thanks

    Andrew

    (0) 
    1. Nurul Hafiza Mohd Jani

      Hi Andrew,

       

      Let me help you;

       

      Reported On: Time when incident reported e.g. user click ‘New’ ticket button when creating ticket manually

      b. Created On: Time when ticket created in system e.g. time captured upon creating new ticket i.e. click Save button on Ticket quick create screen

      Changed On: Time when ticket’s details being updated (can be business user/technical user)

      Initial Review Due: Due date to review a ticket i.e. change ticket status from Open to In Process.

      Initial Review Completed: Actual time when ticket’s status changed from Open to changed In Process

      Completion Due: Due date to change ticket’s status to Completed

      Completed Date: Actual Time when ticket’s status changed to Completed

      Resolution Due: Due date to change ticket’s status to Closed

      Resolved On: Actual time when ticket’s status changed to Closed

      Escalated On: Actual time when agent click the ‘Escalate’ button

      Last Customer Interaction: Latest date time customer responded to the agent

      Last Agent Interaction: Latest date time agent replied to customer

      Reopened On: Actual time when a Completed ticket status changed to In Process

      Time with Agent: Total time ticket processed by agent /processor.

      Time with Customer: Total time waiting for Customer Action

       

      Due date = Reported On + Net Labor Time

       

      The other 4 are key figures for SLA compliance. You may use/view the key figures on your SLA compliance report.

      a. Completion SLA met: Number of tickets completed before completion due date

      b. Resolution SLA met: Number of tickets resolved before resolution due date

      c. Average Review Time

      d. Average Handle Time: Average ticket’s handling time

      (0) 
  2. Suraj Pai

    Dear Kiran Kiran Karadi

     

    The fields like ‘Time with Agent’ and ‘Time at Customer’ are showing up as-is even in an Employee Support scenario. Screen shot below:

     

     

    This is not expected behavior and is irrelevant in this scenario.

     

    Are there any plans already to modify this behavior keeping in mind the context of an employee support scenario?

     

    This is an increasingly important issue for us as we have it on the table as a must have requirement for a prospective ECSC solution.

     

    Appreciate a speedy response on this.

    Thank you.
    Suraj

    (0) 

Leave a Reply