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Defining Working Hours

The established working hours form the basis for calculating SLA deadlines, which play an essential role in ticket distribution and service quality assurance. They are defined in the Routing and Tags → Working Hours section.

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Service-Level-Agreements (SLAs)

SLAs play a crucial role in ticket forwarding and the monitoring of service quality. Assigning an SLA to a tag defines the expected processing time for incoming tickets in business hours. Examples of SLAs include:

  • Customer emails: 8 hours (within an 8-hour workday)

  • Market communication problems (blocking): 4 hours

  • Other market communication issues: 32 hours (4 working days)

  • VIP customers: 2 hours

  • Letters: 40 hours (5 working days)

The definition of such SLAs enables efficient ticket forwarding and service quality monitoring. By prioritizing tickets according to their SLAs, customer demands can be met and a pleasant customer experience can be ensured.