What’s New?
Previously Owners could only create SLAs for inbound cases based on Issue Type. Now, Owners can choose which dropdown question they want to create SLAs from.
For example, you could select the question “Issue Subtype” allowing for more granularity when setting SLAs for different case types.
Additionally, the ‘Time to Resolve’ SLA now applies to both inbound and admin cases whereas previously that metric only applied to inbound cases.
Important Note:
- If the SLA question is changed, then the SLA on all previous cases’ will be null and not re-calculated
- There can only be one question for which SLAs can be set
What are SLAs?
Set system-wide SLAs and reminders in your AllVoices’ dashboard
Service Level Agreements (SLAs) are agreed upon measures for AllVoices’ administrators to respond and take action on cases. Using SLAs helps deliver measured and predictable service to ensure employees feel heard. Your AllVoices’ Account Owner can configure SLAs and system-wide reminders for administrators.
The following SLA metrics apply to inbound cases: First Assigned Time, First Reply Time and Time to Resolve.
For admin cases only the Time to Resolve SLA applies.
Set SLAs
SLAs are optional, you can choose which question you wish to base the SLAs on and which metrics you want to configure. SLAs are measured in calendar hours.
The AllVoices’ Account Owner can configure SLAs in the Settings tab of their AllVoices’ dashboard. If you are the Account Owner, navigate to the Settings tab of your dashboard and click Reminders.
Configuring Metrics By Question Type
All SLA metrics are optional and configurable for each question option. First, choose which question you wish to apply the SLAs on. Once the question is selected, you can choose to apply the same metrics to all options, or only configure certain metrics.
For example: If you want to set an SLA to resolve general feedback cases within 7 days but don’t want to set an SLA for resolving harassment cases you can leave the metric “Time to resolve” blank for Harassment or bias.
First Assigned Time:
The time between when the report is submitted and an administrator is assigned for the first time. *This metric is considered completed when an admin is assigned to the report for the first time in the Assign Admin dropdown.
First Reply Time:
The time between when the report is submitted and an administrator sends the first message to the reporter. *This metric is considered completed when an admin sends the first message to a reporter.
Time to Resolve:
The time between when the reporter submits the report and an admin marks it resolved. This metric is considered completed when an admin marks the report resolved for the first time.
NOTE: Once a case is marked resolved the SLA targets for that case are automatically closed, whether they have been met or not. If the SLAs have not been met the ‘Actual” time for that metric becomes the time the case was resolved.
Once you have configured your desired SLA targets press “SAVE”
Upon pressing SAVE you will be reminded that SLAs do not apply retroactively.
To proceed click “YES, UPDATE”
NOTE: SLAs are fixed to the case at the time the case is submitted; if the Account Owner updates the SLA metrics at a later date, the updates do not apply retroactively to previously submitted reports and the SLAs on existing cases do not change.
IMPORTANT: While the metrics can be adjusted for each option, changing the SLA question type itself will cause the SLAs on all previous cases to be null and not re-calculated.
View SLAs
Once the Account Owner configures the SLA targets in their dashboard settings, the configured SLAs will apply to all cases going forward. Any administrator with access to the case will have visibility into the applicable SLAs at the case level.
To view SLAs, navigate to the related case and click View SLAs. If there are no SLAs that apply to that report there will be no View SLAs pill.
Deadline Column
Any administrator with access to the case can see the Deadline for any given case in the list view under the Deadline column. The time shown is represented in the admin’s local time so they can see which SLAs are approaching next.
- Positive value means the SLA is approaching.
- Negative value means the SLA has been breached.
The time indicates how long until the next breach occurs.
- Yellow = icon color if next breach is <24 hours away
- Green = icon color if next breach is >24 hours away
- Red = icon color if breach already occurred
If there is no icon in the Deadline column that means that either all SLAs for that case are completed or there are no SLAs that apply to that case.
SLA Reminder Notifications
The SLA metric determines who will be notified by email if the SLA is past due.
First Assigned Time:
If First Assigned Time is breached all administrators with access to the case are notified by email of the breach.
First Reply Time:
If First Reply Time is breached the assigned admin is notified by email. If there is no assigned admin at the time of breach, no email is sent.
Time to Resolve:
If Time to Resolve is breached the assigned admin is notified by email. If there is no assigned admin at the time of breach, no email is sent.
Editing the Case
If you change the question option on the case itself, the SLA targets will update to match the new option. If there are no SLAs that apply to the newly selected option the View SLAs pill and the Next SLA column will clear.
Audit Log
The audit log tracks when SLAs are closed and breached.
- Closed = means the target was completed; either by being met or by resolving the ticket which automatically closes all active SLAs
- Breached = means the target was not completed under the SLA set time
Setting Reminders
Reminders will display system-wide to the assigned admin reminding them to reply or follow-up to reporters’ messages. Reminders are measured in calendar hours.
Reminder to Follow-Up
This reminder shows to the assigned admin after the set reminder time if the reporter didn’t respond to the most recent admin message.
Reminder to Reply: This reminder shows to the assigned admin after the set reminder time if no administrator has responded to the reporter’s most recent message.
Dismissing Reminders
Reminders are intended to make sure the assigned admin is following up and replying to reporters’ messages in a timely manner. Once the conversation has ended, the assigned admin can simply dismiss the reminder or mark the report as resolved which will automatically dismiss any active reminders.
Reminders can be dismissed from the Messaging inbox or directly from the Messages tab.
Note: Reminders are set at the message level at the time the message is sent or received. Similar to SLAs, reminders do not apply retroactively. When a reminder time is updated by the Account Owner it only applies to new messages going forward, not to existing messages in the system.
If you have any additional questions, please reach out to support@allvoices.co.