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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.

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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.