To create an SLA target for a feedback stage

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The procedure to create an SLA target for a feedback stage is as follows:

  1. Navigate to Quick Menu > Feedback > Configuration > Feedback Stage Type. The Feedback Stage Type Configuration window is displayed.
  2. Expand a feedback type heading and select an associated stage from the alphabetical list, or enter its name into the Search Stage Types field. By default the list is filtered to show Current stage types. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All combinations 1.
  3. Click on SLA. The SLA tab is activated.
  4. Click on New SLA. The Feedback Stage Type SLA window is displayed.
  5. Using the Companies drop-down field, multi-select all companies for which this feedback stage SLA is relevant, or choose the All option, as required 1.
  6. Using the Calendar drop-down field, select the calendar that reflects the required period structure for SLA calculations.
  7. Using the SLA Unit drop-down field, select an appropriate frequency parameter for the target completion period e.g. Minutes, Days, Weeks, Months, etc.
  8. Enter the SLA Period value into the field provided i.e. the SLA Unit multiplier 2. The Up and Down arrows are available to increment or decrement the value, as required.
  9. Using the Amber Warning Unit drop-down field, select an appropriate advance warning frequency parameter, used to trigger an escalation alert prior to the target completion date being reached e.g. Minutes, Days, Weeks, Months, etc.
  10. Enter the Amber Warning Period value into the field provided i.e. the Amber Warning Unit multiplier 3. The Up and Down arrows are available to increment or decrement the value, as required.
  11. Using the Amber Warning Escalation Rule drop-down field, select the desired rule to control the group-wide amber warning alerts for any cases linked to this stage that are approaching the target completion date.
  12. Using the SLA Missed Escalation Rule drop-down field, select the desired rule to control the group-wide notification of any cases linked to this stage where the target completion date has been exceeded.
  13. Choose an Effective from date for this feedback stage SLA i.e. the date on which it came into effect 4.
  14. Choose an Effective to date if the feedback stage SLA is to be reviewed on a specific date or to capture a change of circumstances; a blank field means the SLA will never expire.
  15. Click on Confirm. The new service level agreement for the feedback stage is displayed in the SLA summary table.
  16. Repeat steps 4 through 15 to add a further SLA to the same feedback stage 5.
  17. Click on Save.


Tip

1 Where only a small number of parameter values are not required, activate the All tick box first and then de-select individual items from the full list, as appropriate; the All tick box will be automatically removed once an item is de-selected.

Note

1 The Search Stage Types field will match against any element of the feedback stage description.

2 By way of example, if a ten day SLA target completion period was required, an SLA Period of '10' would be inserted, coinciding with an SLA Unit of 'Days'.

3 By way of example, where an amber warning alert was required five days prior to the target completion date, an Amber Warning Period of '5' would be inserted, coinciding with an Amber Warning Unit of 'Days'. The SLA warning period must always be less than or equal to the SLA target completion period.

4 The Effective from date defaults to the current system date and cannot be left blank.

5 Only one SLA rule can be effective for a single company at any one time; where overlapping Effective from and Effective to dates are detected, the user will be asked to amend the values accordingly.


See related topics...

Feedback stage maintenance overview

To create a new feedback stage

To create a new feedback escalation rule