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Administrators can create and manage service level agreement (SLA) policies to help Agents prioritize tasks. When Agents handle cases, they can see any potential SLA breaches as the remaining time against the target time is displayed, in case views and on the case processing page.

Creating an SLA Policy

1. Click in the upper-left corner.
2. In the side panel that appears, select the gear icon  [2].
3. On the “Configurations” page, select Service Level Agreements [4] on the Business rules tab [3].
4. On the “Service Level Agreement” page, select Add [5] in the upper-right corner.
5. Provide details of the SLA policy:
   • “Name” [6]: The name of the SLA policy that appears in the SLA list.
   • “Description” [7]: A description of the SLA policy that provides more information.
   • “Configure the conditions” [8]: Set conditions for the SLA policy based on different case fields, creation time, or tags.
     • “On cases that match ALL of these conditions”: The SLA policy applies to cases that meet all the conditions set in this section.
     • “On cases that match ANY of these conditions”: The SLA policy applies to cases that meet any of the conditions set in this section.
   • “Configure the targets” [9]: Set SLA time targets for cases at different priority levels. You can enter hours, minutes, or both. Only positive integers are allowed.
     • “Requester wait time”: The total combined time when a case stays in the “New”, “Open”, and “On-hold” statuses. The SLA policy breach countdown will pause if a case is in the “Pending" status.
     • “Agent work time”: The total combined time when a case stays in the “New” and “Open” statuses. The SLA policy breach countdown will pause if a case is in the “Pending” and “On-hold” statuses.
6. Click Save [10]. The newly created policy appears on the “Service Level Agreement” page.

Note: For more information, see Understanding Conditions and Targets in Service Level Agreements.

Keep in mind that a newly created SLA policy is not applicable to existing cases. However, if an existing case is updated and meets the conditions, the SLA policy will be applied.

After an SLA policy has been applied to a case, Agents can see the corresponding SLA breach countdown badge under the “SLA” column in case views. Besides, the badge also appears on the case processing page. To see details, ​​hold the pointer over the badge.

Notes:

• To display the “SLA” column in case views, use the Table Options button on the action bar. For more information, see Using and Managing Case Views.
• It's possible to create logically overlapping policies, but a single case can only have one SLA policy applied at any time. If a single case has two badges attached, it does not mean there are two SLA policies applied to it. Multiple badges appear on a single case when the SLA policy applied to the case contains multiple time targets. Namely, more than one time metrics, such as “Requester wait time” and “Agent work time”, are configured in a single SLA policy. Each badge displayed represents its own corresponding time target in that SLA policy.
• For cases without the “Priority” field defined, no SLA policy will be applied.

Managing an SLA Policy

1. Go to the “Service Level Agreement” page.
2. Click the “More Settings” icon on the right of a policy, and select any of the following options:
   • Edit: Updates the information of the existing SLA policy. Updating an SLA policy does not affect cases where the SLA policy has already been applied. Namely, the original SLA time countdown still remains in effect on these cases.
   • Duplicate: Creates an identical SLA policy. On the “Clone SLA policy” page, as fields are prepopulated, you can use it as a template and make any change as needed to quickly create a new SLA policy.
   • Delete: Deletes the SLA policy permanently. Deleting an SLA policy does not affect cases where the SLA policy has already been applied. Namely, the original SLA time countdown still remains in effect on these cases.

Ordering SLA Policies

Administrators can reorder existing SLA policies on the “Service Level Agreement” page. The order determines which policy will be applied for a case. Specifically, if a case meets the conditions of multiple SLA policies, the policy that is placed higher in the list will be applied.

Note: Only one SLA policy can be applied to a single case at any time.

To order an SLA policy, follow these steps:

1. Go to the “Service Level Agreement” page.
2. Drag the six-dot icon to change the order of SLA policies. As the order determines which SLA policy will be applied, it is recommended that you place the most restrictive policy at the top of the list.