Routing and Tags
SLAs and Operating Hours
Options and Setup
Defining Operating Hours
The stated operating hours and holidays form the basis for calculating SLA deadlines. They are defined in the Routing and Tags → Operating Hours
area.
Service-Level Agreements (SLAs)
SLAs (Service-Level Agreements) define the expected response time for a customer request. They are central to routing, prioritizing, and monitoring service quality and are defined in the Tag.
Examples:
- Customer Emails: 8 hours (within an 8-hour working day)
- Market communication problems (blocking): 4 hours
- Other market communication topics: 32 hours (4 working days)
- VIP customers: 2 hours
- Letters: 40 hours (5 working days)
The definition of such SLAs allows efficient redirecting and monitoring of service quality. By prioritizing tickets according to their SLAs, customer requests can be met and a pleasant customer experience can be ensured.