You can set up additional methods to track more than the response and resolution times on tickets. For instance, maybe you would like to track the amount of time that an SLA was in the Waiting on Vendor status. In this example, you would begin by clicking on Custom Metric in the top right corner of the SLA …
Can more than the response and resolution times be tracked on tickets with an SLA? Read More »
By default, Incident IQ automatically excludes weekends and non-working hours from SLA calculations. Working hours are automatically set to 7:00 AM to 3:00 PM Monday through Friday, but these hours can be changed by a member of the Incident IQ support team upon request. Additionally, you can also set up holiday exclusions for SLA calculations …
Can I exclude breaks, holidays, weekends, and non-working hours from SLA calculations? Read More »
Guide Overview The following document is designed to give administrators an understanding of using Service Level Agreements (SLAs) in Incident IQ. This includes the following topics: Creating, managing, and deleting SLAs Assigning SLAs to tickets automatically through Rules Engine or manually on tickets Accessing SLA data in Analytics Setting up break and holiday exclusions on …
You can visually access SLA data by clicking Analytics Explorer from the navigation bar and selecting one of the options listed. Each section of the Analytics Explorer comes with a section for SLA metrics. This includes the ability to view SLA performance on tickets district-wide or even just the performance of individual locations or agents. …
Please note: The left navigation may appear different than what you see on your site. We have upgraded our user experience, but all functionality and steps from this video are the same. Incident IQ administrators and agents, with the current permissions, can manually update SLAs on open tickets. You can click on the SLA field …
Please note: The left navigation may appear different than what you see on your site. We have upgraded our user experience, but all functionality and steps from this video are the same. Custom metrics can be added to SLAs, allowing for additional performance measurements. You can set up additional methods to track more than ticket …
Please note: The left navigation may appear different than what you see on your site. We have upgraded our user experience, but all functionality and steps from this video are the same. To create a new SLA, navigate to Administration and then SLAs. Click on the +New SLA at the top right of the Service …
Service Level Agreements (SLAs) are an analytics tool you can utilize to acquire analytical data for time spent on tickets. SLAs use working hours (7:00 AM to 3:00 PM Monday through Friday by default) to calculate the following information on tickets: Response Time: The time from when the ticket was submitted to when it started …
