Refining the SLA Model - (Model Tab) (SLA4)

The following are instructions for the use of the Model tab to create and maintain the event model involved in your solution.

If required, please see the article named Model the SLA Process for an explanation of when and why to configure the event model.

Select the SLA Events to be Measured

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The Model tab is used to define which of the available template models is used to setup and configure your SLA Management solution and which of the events within the chosen model are in use (see Model the SLA Process).

The selected model (4) will determine which events are available for selection, the kind of notifications required and in some cases how an event or metric should be measured (5).

Using the Baseline Model Provided with the App Marketplace Installation
If you have purchased the CloudSET SLA Management App via the App Marketplace it won't be possible to change the model and some of the events might be unavailable for use.
Please see Model the SLA Process for a full explanation.

Using the Extended and Advanced Modelling Capabilities
If your setup and configuration was implemented by a qualified CloudSET Implementation Consultant as part of an extended or advanced leve subscription package, it is recommended that changes to the settings in this tab are only ever made by a qualified CloudSET Consultant or by a customer if and when advised to do so by the CloudSET Support Team.

The consequences of making changes are such that some or all of your configuration settings could be lost, the behaviour and scope of your solution could be unexpectedly changed and/or your subscription costs could increase inline with any increase in the level of services required.

This being the case the guidelines below only cover instructions in the use of configuration options available as part of the Baseline level subscription package.

Specify which Events to Measure

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Checking the box against and event (1) will indicate the need to measure the SLA performance, i.e. how long it should take to complete the event, how long it actually took to complete the event and if the event was completed in time or violated the agreed SLA.

This will expose the options available to control certain behaviour and how to identify when an event has been completed (2).

Once an event has been selected and the Model has been applied, it will be possible to configure more specific behaviour and control for the event in the Metrics tab and specify the event timings (i.e. how much tome is allowed to complete the event) in the Policies tab.

In the baseline model it is possible to measure a First Response, Update and Solved events and the available options for these events are described below.

If you are subscribed to the extended or advanced level packages additional events and options will be available, including the option to control when to start the timer for certain events.
However, the purpose and use of these events and options will be explained by your CloudSET Implementation Consultant as part of the on boarding service.

First Response Event Options

The following options are available for the First Response Event:

First Response Warnings

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It is possible to configure the First Response Event to make use of an additional timer to fire a specified number of minutes before the due date time for an initial response (1).

Selecting this option will enable the option to record the warning time specification in the Policies tab.
Also, in the Metrics tab it will be possible to specify the recipient(s), subject and message body for one or more email notifications to be sent out if and when the warning timer fires.

Respond by Proxy

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It is often the case that an initial response is given to the ticket submitter by a means or mechanism unknown to Zendesk.

For example:

  • This might be during the course of a telephone call, a ticket created by an agent on behalf of a customer, an external messaging system or third party application.
  • It might also be the case that the process of giving a ticket a certain category, or assigning to a specific group or agent constitutes an initial response based on the agreements you have in place with your customer, or the way in which you measure your internal SLA performance.
  • Sometimes it might be that your support process recognises a private comment by a specific group or agent, or any of your light agents, as an initial response for the purposes of measuring the SLA

When this is the case it is possible to select the model option to allow a 'Respond by Proxy' (1).

This will cause the genration of a hidden ticket field named 'SLA3 Respond Phone', which when checked will indicate to te CloudSET SLA service that an initial response has been given for the ticket.

By default nothing more will be generated and it will be your responsibility to introduce the necessary macros, rules, integrations, etc. to check the box when appropriate.

However, the following options are available to enable the configuration of macros and triggers that will be automatically generated to control when the checkbox is set.

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Generate Macro

Selecting the option to generate a macro (4) will enable a further template in the Metrics tab used to configure properties of a macro that will be automatically generated to control the setting of the checkbox named 'SLA3 Respond Phone'.

This macro will be used to apply a specified private comment to the ticket, the presence of which will be identified by a corresponding trigger and when the trigger fires it will set the checkbox.

  • The use of a private comment provides a clear record in the comment thread showing when the 'respond by proxy' event occurred and by which agent.
  • The use of a trigger to set the checkbox allows for the possibility that the macro is used in error, since the checkbox is hidden and cannot be unchecked in the ticket form once set.
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Generate Trigger

Selecting the option to generate a trigger (5) will enable a further template in the Metrics tab used to configure the properties and conditions for a trigger that will be automatically generated to control the setting of the checkbox named 'SLA3 Respond Phone'.

This avoids the need to manually create a trigger, ensuring the trigger is generated in the correct position in the trigger order so that the required actions are performed when required.

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