Enneo
Enneo documentation

Routing & Tags

SLAs and Working Hours

Options and Setup

Define Working Hours

The specified working hours and holidays form the basis for the calculation of SLA deadlines. They are defined in the Settings → Routing and Tags → Working Hours section:

  • Working day start and Working day end: start and end of the working day
  • Working Days: the days of the week that are worked
  • Holidays: one region whose public holidays don't count as working time – a German state, an Austrian state, a Swiss canton or one of the French départements Bas-Rhin, Haut-Rhin and Moselle

The working hours apply uniformly to the whole company. Different working hours per channel or team, or additional custom holidays, cannot be set.

Service-Level Agreements (SLAs)

SLAs (Service-Level Agreement) define the expected processing time for a customer request. They are central to routing, prioritization, and service quality monitoring.

An SLA is set in the tag, in the SLA in hours field. Only working hours according to the specified working hours count. The value 0 means: no SLA.

Examples:

  • Customer Emails: 8 hours (within an 8-hour workday)
  • 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 the efficient forwarding and monitoring of service quality. By prioritizing tickets according to their SLAs, customer requirements can be met and a pleasant customer experience can be ensured.

How enneo calculates the deadline

  • Start: The deadline runs from the customer's last message. If there is no customer message, e.g. for internally created tickets, it runs from the ticket's creation.
  • Recalculation: If the customer writes again or the ticket's tags change, the deadline is recalculated.
  • Several tags: If a ticket has several tags with an SLA, the shortest deadline applies.
  • Manually set deadline: If a ticket's due date was set by hand, it is no longer changed automatically.
  • No pause: The deadline keeps running while a ticket is in the "Waiting" status.