Distribution SLAs

Distribution SLAs (Service Level Agreements) notify you of missed targets. Usually, this is to enforce response metrics such as time to contact. SLAs enable you to notify your team when they miss the targets and can also cause auto-reassignment rules to take records away from team members.

Stamp SLAs

Stamp based SLAs allow you to set different SLAs for different record types, within a single team. This feature uses Custom Classification stamps to differentiate record types. For more information on Stamp based SLAs click here.

Setting Up SLAs

From the Tracking and SLAs page turn on the SLAs toggle. The various settings are described below.

  • Respect distribution hours - You can choose whether you want the SLA period to include the time the team member was not in the office.
    • Team and member - Only counts time where the team member is available either due to Team hours or Team Member hours as configured in the distribution hours. Widget and Out of office status are not taken into account.
    • Team only  - Only counts time where the Team is available due to Team hours setup in the distribution hours. If the team member has individual hours that are outside of the team hours, these will not be counted.
    • None - checks in real-time how long since assignment regardless of distribution hours.
  • Alert type - There are three options for handling SLAs,  Time Checkpoint, Custom Date/Time and Continuous Field Monitoring. The settings for each are described below.

Time Checkpoint SLAs

This is the standard way of performing SLA checks. Checkpoints are set at fixed times after assignment to check the value of a field.

These checkpoints are the criteria for a missed SLA. So in the screenshot above, Status not equal Contacted after 1 hour is a failed SLA which will be logged.

  • Time since assignment - the time from an assignment that this SLA will be checked. e.g. 90 after minutes from assignment to a team member.
  • SLA missed if - the field on the record to check. e.g. Status.
  • Operator - the type of condition - e.g. equals.
  • Value - the value to check for.
SLAs must be entered in chronological order.
Each SLA will fire if the condition is true regardless of the state of other SLAs. 

Continuous Field Monitoring SLAs

The SLA criteria will be continually evaluated for a set amount of time. If at any point during that time the criteria is true the SLA will be considered missed. This method is useful if you already have an established SLA process and want to flag SLA breaches to Distribution Engine in order to auto-reassign records.

  • Time period to monitor - How long Distribution Engine will continuously check the configured criteria, up to a maximum of two weeks.
  • SLA missed if - select the field, operator and value that should be monitored for.

Custom Date/Time SLAs

The SLA criteria will be checked at a date and time specified by a field on the record. For example, you could have a custom 'SLA Check' date/time field, which stores the time limit for the SLA action to be completed. This method is useful if you have specific times to check SLAs that change for each record.

  • SLA Check After - The field which contains the value of the date/time for the SLA check
  • SLA missed if - The conditions which will cause an SLA to fail.
SLAs will only fire for records that are still active (according to your active status definition) and assigned to the user Distribution Engine assigned.
Once configured on the team, SLAs must be enabled on each distributor.
Distribution Logging is required for SLAs and will automatically be enabled if previously disabled. 

Email Notifications

If you have activated the standard Distribution Engine email notification workflow rule then your team members will automatically be notified via email when a record they received has gone into SLA notification.

Widget Notification

Team members using the Distribution Engine widget will see a count of missed SLAs. They can click on these to see the list of those records.

Console Notification

The Distribution Engine console includes a count of missed SLAs by the team. You can click on these counts to view the individual missed SLAs and hover over the misses SLA icon to see the reason.

Auto Reassign

SLAs can also trigger reassignment functionality. See the Auto reassign topic for more details.

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Action Tracking

Auto Reassign