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Define Business Hours

The stipulated business hours form the basis for the calculation of SLA deadlines, which play an essential role in the distribution of tickets and the maintenance of service quality. They are defined under “Routing and Tags” in the “Business hours” section.

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Service Level Agreements (SLAs)

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

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

  • Market communication issues (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 forwarding 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.