What is New 1708 – SAP Hybris Cloud For Customer – SLA Enhancements
SLA Enhancements (as of 17.08)
Following SLA’s are already supported –
- Due Date for Initial Review
- Due Date for Response
- Due Date for On-Site Arrival
- Due Date for Completion
- 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 –
- Customer opens ticket at Mon 10 AM. Completion Due Date/Time – Mon, 2 pm. Note – Completion Due SLA – 4 hours in this example.
- 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
- 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.
- Agent completed ticket at Tue 8:30 AM. Hence meets SLA.
Example 2 – Re-Open Scenario
- Customer opens ticket at Mon 10 AM. Completion Due Date/Time – Mon, 2 pm. Note – Completion Due SLA – 4 hours in this example.
- 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
- 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.
- Agent completed ticket at Tue 8:30 AM. Hence meets SLA for now.
- Customer is not satisfied. Re-Opens ticket at Tue 8:45. New Due Date – Tue 9:15 AM
- Agent responds and completes ticket again at Tue 9:05 AM.
- Customer confirms and ticket is closed.
- 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 –
- Time with Agent – Shoes cumulative time ticket has been with Agent
- Time with Customer – Shows communitive time ticket has been Customer
Durations are updated when ticket assignment status changes from Agent to Customer.
Example –
- Ticket created at Mon 10. In Open Status with Agent
- Ticket goes to Customer Action at 11 PM.
- Now Time with Agent shows 1 hour
- Customer responds at 3 PM. Now Time with Customer is updated; shows 4 hours
- 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 –
- SLA Config Screen – Added Recalculate checkbox
- Two new fields on Ticket UI – Time with Agent, Time with Customer
- Two new fields in Data Sources – Processor Duration (Time with Agent) and Requestor Duration (Time with Customer)
- 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 –
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
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
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
Nurul Hafiza Mohd Jani Kiran Karadi
I just noticed that the field Resolved On can be manually set by users. At the same time it also reflects the Completion Date value as and when there is a change to that field.
Here is what I see,
New ticket created: Completion Date and Resolved On not set.
Ticket changed to Completed status: Completion Date as well as Resolved On set to current timestamp.
Ticket changed back to In Process: Completion Date remains the same, Resolved On reset to blank.
Ticket Changed to Employee Action: Completion Date again changes to current time stamp. Resolved On remains blank.
All along the resolution Date field can be manually changed by the user.
My understanding as per the discussion on this thread so far was that
Completed Date: Actual Time when ticket’s status changed to Completed
Resolved On: Actual time when ticket’s status changed to Closed
However the system does not seem to be conforming to that. Please check and let me know if I am missing something here.
Thank you.
Suraj
Hi,
When Priority is changed in a ticket (for example from Normal to Low) is the Completion Due time in the Timeline facet automatically recalculate by the field change or do the agent need to press Save for the Completion Due time to be recalculated?
Thank you!
Best regards
Malin Rosdahl
Hi experts, this blog has great stuff, i have the same challenge as Suraj regarding the Completed date and resolved date on the date stamps i also want to know i how you manually set the resolve date Saraj, it would help me. Also what is the difference between the two?
Kiran thank you very much for this informative blog may i ask you to have a look at my question regarding Customer status? i need clarity if i can substitute the actual client for a Quality audit team.
https://answers.sap.com/questions/402803/re-opening-resolved-tickets-for-quality-assurance.html
much appreciated
Hello Suraj Pai / Brenda Manhovo : I am currently trying to work on this SLA recalculation based on Status or whatever is possible to handle "Wait on User"/"Wait of 3rd Party" etc.
Were you able to solve this by any configuration changes or may be any custom logic?
Hi Mukesh,
we came up with a solution to use Surveys in place of stopping SLA. We needed to complete the customer satisfaction but with SLA paused. This was a challange because anytime you change the status it triggered the SLA. The status that will ‘stop’ SLA is “with Customer” it will hold the time until you change back the status to the agents' status ie in progress, awaitingqa etc as you will need to in-order to finalize the ticket. At this stage i would say custom logic will be required. Let me know how it goes all the best.
Brenda