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Define Working Hours

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

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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, and are defined in the tag. 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.