Hello!
Can you please tell me how to correctly set the SLA for tickets that were created from chats?
If I do not specify Agent work time, then the SLA does not count at all for such cases.
And if I specify 1 hour by analogy with First reply time and Next reply time, then ordinary tickets are considered incorrect.
I need to make all responses (first and subsequent) one hour for the agent. And so that the ticket created from the chat is also given one hour.
How can I do that?
They have not been able to produce this yet. I have 2 different workarounds that I use.
To determine the number of Message requests are serviced while the request spends 10 minutes waiting and showing in the conversations button.
In Explore create a query using Support:Tickets
Metrics:Dcount tickets.
Channel: Messaging
Pick your date range,
Create a standard calculated attribute using below.
For Result Manipulation choose:
Now you can see how many are answered in 10 minutes (cannot yet track sooner though I think maybe try the filter - time ticket unassigned.)
For tickets that become Missed (or the 10 minutes expires) You can set an SLA for first/next reply time. You can also set on for end user email responses using Update Via is Email with Message channel.
Hope this helps.
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