Interpreting the Information Supplied by the Performset Assistant

The Performset - SLA Assistant is displayed as a sidebar App (5) while focused on a Ticket from where it will interpret and display the following information pertaining to the progress and status of the target for each event modelled in your performance measurement process:

(1) The Policy/Policy assigned to the Ticket

The Policy determines how much time is allowed for each event or task, e.g. how soon after ticket submission an initial response must be given.

The amount of time for each event is specified by your Zendesk administrator for each  or Policy and if necessary each level of priority assigned to the ticket.

Hover over the name to see a brief description of the Policy/Policy in the tool tip.

(2) The Region or Business Hours assigned to the ticket

The Region provides a combination of timezone, working hours and public holidays to determine when agents should be available to work on the ticket.

This information is used to calculate the due date/time (8) by when the event or task should be completed, based on when an agent will be available to start work and any intervening periods of non working hours.

These values are specified by your Zendesk administrator depending upon the agreements in place for business hours support.

Hover over the name to see a brief description of the Region in the tool tip.

(3) The name or label given to the event for the Policy specification

The list of events or tasks are shown in the Performset Assistant in next due/date time order (8).

Hover over the name to see a brief description of the event in the tool tip.

(4) The criteria for completing the event has been met before the agreed target date

If the event or task is completed before the due date time (8), then the timer will be stopped and the Performset Assistant will indicate a target pass through the presence of a green tick.

(5) The criteria for completing the event has been met, but NOT by the agreed target date (violated)

If the event or task has been completed but only after the due date time (8), then the timer will previously have been stopped and the Performset Assistant will indicate a target violation through the presence of a red tick. 

Also depending upon your setup, a violation notification will have been emailed to the assigned agent and/or other groups and individuals.

(6) The target date is now in the past and the criteria for completing the event has NOT yet been met

If the due date/time (8) is now in the past and the event or task has still yet to be completed, then the timer will previously have been stopped and the Performset Assistant will indicate a target violation through the presence of a red box and the number of days/hours/mins overdue.

*Note: the figure displayed in the red box is the number of actual or calendar days/hours/mins elapsed since the violation occurred, not the number of business hours used to calculate the due date/time.

Also depending upon your setup, a violation notification will have been emailed to the assigned agent and/or other groups and individuals.

Once the event or task has been completed then the red box will be replaced with a red tick - see (5) above. 

(7) The criteria for completing the event has NOT yet been met, but the timer is still running

If the event or task has NOT been completed but the due date time (8) has yet to be reached, then the Performset assistant will indicate that the timer is still running, through the presence of a green box and the number of days/hours/mins remaining to complete the task.

*Note: the figure displayed in the green box is the number of actual or calendar days/hours/mins elapsed before a violation will occur, not the number of business hours used to calculate the due date/time, which might be significantly less.

(8) The target date/time by when the criteria for completing the event must have been met

If the timer for an event is still running or has since ended, then the Performset Assistant will display the due date/time by when the event or task should be or should have been completed.

Regardless of the time-zone associated with the ticket (see (2) above), the due date/time will always be displayed using the time-zone configured in the Zendesk profile for the current user.

See Identify when a timer has paused or stopped for circumstances under which the due date/time isn't displayed.

(9) The warning timer has fired for this event since the due date/time for completion is imminent

If your Performset setup has been configured to make use of warning timers, then the Performset Assistant will indicate when a warning timer has fired through the presence of an amber box.

Also depending upon your setup, a warning notification will have been emailed to the assigned agent and/or other groups and individuals.

Your Zendesk administrator will have configured the number of minutes before the due date/time that the warning timer should fire in the Policy specifications.

Depending upon your setup one or more of the events might have been configured to behave according to any of the following:

1. Pause the event timer when the state of the ticket is set to Pending
2. Pause the event timer when the state of the ticket is set to On-hold
3. Suspend the event timer when the event or task is completed (e.g. a workaround is given, the ticket is solved, etc.)

In each case the Performset Assistant will indicate that the associated timer has been paused (1) or suspended (2) and display the amount of time remaining to complete the event or task (3) and (4).

*Note: under these circumstances, the due date isn't known. So, the time remaining is the number of business hours remaining on the clock when the timer was paused.

If the state of the ticket is then changed or the conditions change such that the event or task is no longer considered as completed, the timer will be restarted and the due date/time will be displayed.

However, the due date/time will be recalculated taking into account the amount of time that the timer was paused or suspended (business hours remaining) to ensure the full amount of time allowed to complete the event or task.

Your Cloudset consultant can specify if and when each event timer will pause or suspend using the the configuration tool.

Depending upon your setup it is possible that one or more events can occur multiple times throughout the life of the ticket, e.g. regular ongoing updates back to the customer.

When this is the case the Performset Assistant will display the following counts against the corresponding repeating event:

• The total number of times the event or task was completed before the agreed Target date (1)
• The total number of times the agreed Target for completion of the event or task was violated (2)
• The total number of times the event timer has been started and has either passed or violated (3)
• The total number of times the due date/time has been extended due to an escalation (4)
  *Note: this total is only used when implementing support for a progressive escalation process

The Performset Assistant will display these counts inside the 'ear' against the corresponding repeating event.
Toggle between each count be clicking within the 'ear'.

The total pass count and total violation count for the repeating event is recorded against the ticket in custom fields for use in views and reports see Monitor and Measure SLA Performance.

• Hovering over the name of an event (1) presents the description recorded in the Performset configurations (2).

A tooltip displays when hovering over any of the event names in the Performset Assistant showing a description of the event.

This description can be configured for each Policy Policy as follows:

• Hovering over the name of a Policy presents the description recorded in the Performset configurations (1).

A tooltip displays when hovering over the Policy/Policy name in the Performset Assistant showing a description of the Plan/Policy.

This description can be configured for each Policy as follows:

• Hover mouse over the Standard Bus Hours to reveal the region (1),

A tooltip displays when hovering over the Bus Hours name in the Performset Assistant showing a description of the Region (combination of timezone, working hours and public holidays).

This description can be configured for each Region as follows:

If your Performset subscription plan includes the option to measure the amount of time taken to complete each event, then measures can be displayed in the Performset Assistant .

Please also refer to Measuring and Monitoring Business Hours spent on a Ticket (Performset) for a full explanation.