Introduction to the SLA-M Dashboard
The CloudSET SLA-M Dashboard is a Zendesk App that displays countdown time ordered aggregated lists of tickets, with the ability to dynamically filter the tickets to make informed operational decisions on "which tickets do I/We do next?".
When a ticket is placed under SLA management a number of timers are started at various points throughout the ticket life-cycle to determine when events or tasks must be completed within agreed levels of service.
However, the SLA-M Dashboard provides a complete picture of the running or overdue event timers for all tickets placed under SLA Management in a single view within which the events or tasks can be dynamically filtered and reordered to narrow down results and identify the most important tickets in the context of the task or role making use of the SLA data.
The SLA-M Dashboard also re-formats and interprets the data using colors and/or icons (e.g. due dates/times in the time zone for the current user, SLA measurements and current status of event timers), also using data known to the SLA service that can't be stored against each ticket
Using the SLA-M Dashboard it is possible to clearly understand and manage the workload for an agent or group of agents, a customer or type of customer, a ticket category or combination of categories, to ensure tickets are processed in the correct sequence, optimizing agent performance and thus maximizing the opportunity to meet your service level agreements.
The SLA-M Dashboard Operates in Several Alternative Modes
Alternative modes of operation are available to users of the dashboard:
When using the Destination Board (Events) (1) it is possible to see an holistic view of all outstanding events waiting for action, ordered by next due date/time and grouped into those that require immediate action, those that have failed the SLA but still require action and those that are on the radar and will require action in the near future.
Working in this mode of operation an administrator, manager or team lead can quickly identify when there is a need to take action to avoid a potential SLA breach by communicating with assigned agents, or re-balancing the workload where appropriate to ensure all events are actioned as soon as possible.
At the individual agent level this view helps to more effectively plan ahead and more easily determine when there is a need to schedule in time to work on ticket events that are arriving on the horizon.
The Destination Board (Tickets) (2) provides a more traditional Zendesk style view of all tickets that have one of more outstanding events waiting for action.
As with standard Zendesk views the information is presented in rows with each row representing a ticket, ordered by default based the next SLA breach date/time and can be re-sorted using any of the configurable ticket fields.
However, unlike standard Zendesk views the list of tickets can also be reordered using any of the associated SLA events and the visible list can be dynamically filtered to focus on those that are of most importance.
This operating mode is especially useful to agents with a requirement to simply pick off the next ticket in the queue requiring action, or those agents with a preference to work using the standard Zendesk views paradigm to manage workload.
Tickets Next Event Mode
A third mode is available (Destination Board (Ticket Next Events)) allowing the use of the Destination Board with the three column based groupings available when in Events Mode, but using a filter to show only the next event due for each ticket.
Working in this mode offers a mix of the benefits offered by both Events mode and Tickets mode without the need to set multiple filters to achieve similar results.
The following sections describe the full functionality and use of the CloudSET SLA-M Dashboard in each operating mode (see also Interpreting the Information in the SLA-M Dashboard).