Allow SLA to be calculated only during specific working hours
M
Muhd Nuruddin
Currently, SLA appears to continue counting regardless of whether the team is within or outside office hours.
It would be very useful to have an option to configure SLA based on specific working hours, similar to business hours.
For example:
- Office hours: 9:00 AM – 6:00 PM
- SLA should only be calculated during these hours.
- Outside office hours, the SLA timer should pause automatically.
- The SLA timer should resume when the next working day/office hour begins.
- Ideally, this should also support different working hours for different days.
- Public holidays or specific dates should also be configurable as non-working days.
Example:
If a lead sends a message at 5:00 PM and the SLA is 1 hour, the SLA should only count the 1 hour during working hours. If the office closes at 6:00 PM, the remaining SLA time should pause and continue the next working day.
This would make SLA tracking much more accurate and practical for businesses that operate based on specific office hours.
Expected benefit:
It would prevent teams from being penalized for SLA breaches that occur outside their actual working hours and provide a more accurate measurement of staff response ti
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A
Aidan Gangitano
Agreed. Also believe the below is important:
- Opitional ability for SMS SLA's to be stopped once a completed phone call occurs with a contact. (as communications would have been handled)
- Optional ability for marking as read to dismiss the SLA. (For example if a customer says "Thank you" and no reply is needed, simply by marking read you can ensure SLA does not continue needlessly running.)