Acuerdo de nivel de servicio (SLA)¶
A service level agreement (SLA) defines the level of support a customer can expect from a service provider. SLAs provide a timeline that tells customers when they can expect results and keeps the support team on target.
Nota
The SLA Policies feature is enabled by default on newly created Helpdesk teams.
Para deshabilitar la función o para editar las horas de trabajo, vaya a y haga clic en uno para abrir la página de configuración de ese equipo.
From here, scroll to the Performance section. To turn off the SLAs feature for the team, clear the SLA Policies checkbox.
Crear una nueva política de SLA¶
Para crear una nueva política vaya a y haga clic en Nuevo.
Otra forma de hacerlo es ir a y hacer clic en uno. Después haga clic en el botón inteligente Políticas SLA ubicado en la parte superior de la página de ajustes del equipo y haga clic en Nuevo.
On the blank SLA policy form, enter a Title and a Description for the new policy, and proceed to fill out the form using the steps below.
Definir los criterios de una política SLA¶
La sección Criterios se usa para identificar a qué tickets se aplica esta política.
Complete los siguientes campos para ajustar los criterios seleccionados:
Nota
Puede hacer varias selecciones para cada campo a no ser que se indique lo contrario.
Helpdesk Team: A policy can only be applied to one team. This field is required.
Priority: The priority level for a ticket is identified by selecting one, two, or three of the (star) icons, representing the priority level on the Kanban card or on the ticket itself. The SLA is only applied after the priority level has been updated on the ticket to match the SLA criteria. If no selection is made in this field, this policy only applies to tickets marked as
Low Priority, meaning those with zero (star) icons.Tags: Tags are used to indicate what the ticket is about. Multiple tags can be applied to a single ticket.
Customers: Individual contacts or companies may be selected in this field.
Services: This field is available only if a team has the Timesheets app enabled. This allows the ticket to link directly to a specific line on a sales order, which must be indicated on the ticket in the Sales Order Items field.
Example
Un equipo de soporte necesita tratar los problemas urgentes para clientes VIP dentro de un día hábil.
The new policy, titled 8 Hours to close, is assigned to the VIP Support team. It only
applies to tickets that are assigned three (star) icons, which
equates to an Urgent priority level.
Al mismo tiempo, los tickets pueden estar relacionados a varios problemas, así que la política se aplica a tickets con las etiquetas Reparar, Servicio o Emergencia.
Establecer un objetivo para una política SLA¶
A target is the stage a ticket needs to reach, and the time allotted to reach that stage, in order to satisfy the SLA policy. Any stage assigned to a team may be selected for the Reach Stage field.
Time spent in stages selected in the Excluding Stages field are not included in the calculation of the SLA deadline.
Example
An SLA titled 8 Hours to Close tracks the working time before
a ticket is completed, and would have Solved as the Reach Stage. Simultaneously, an
SLA titled 2 Days to Start tracks the working time before
work on a ticket has begun, and would have In Progress as the Reach Stage.
Cumplir con las fechas límites del SLA¶
As soon as it is determined that a ticket fits the criteria of an SLA policy, a deadline is calculated. The deadline is based on the creation date of the ticket, as well as the targeted working hours.
Nota
The value indicated next to the Working Hours field of an SLA policy is used to determine the deadline. By default, this is determined by the value set in the Company Working Hours field under .
The deadline is then added to the ticket, as well as a tag indicating the name of the SLAs applied.
When a ticket satisfies an SLA policy, the SLA tag turns green, and the deadline disappears from view on the ticket.
Importante
If a ticket fits the criteria for more than one SLA, the earliest occurring deadline is displayed on the ticket. After that deadline has passed, the next deadline is displayed.
If the SLA deadline passes and the ticket has not moved to the Reach Stage, the SLA tag turns red. After the SLA has failed, the red tag stays on the ticket, even after the ticket is moved to the Reach Stage.
Analizar el rendimiento del SLA¶
The SLA Status Analysis report tracks how quickly an SLA is fulfilled, as well as the performance of individual team members. Navigate to the report, and corresponding pivot table, by going to .
Vista de tabla dinámica¶
By default, the report displays in a Pivot view. Any SLA policies in the database with tickets that failed to fulfill a policy, are in progress, or have satisfied a policy are listed. By default, they are grouped by team and ticket count.
La vista de tabla dinámica agrega información que después se puede manipular para agregar medidas y filtros.¶
Para cambiar la visualización, o agregar medidas adicionales, haga clic en el botón Medidas para mostrar un menú desplegable con criterios para informes y seleccione de las opciones disponibles.
Whenever a measurement is picked, a (check) icon appears in the drop-down menu to indicate that the measurement is included, and a corresponding new column emerges in the pivot table to show the relevant calculations.
To add a group to a row or column, click the (plus) icon next to the policy name and then select one of the groups. To remove one, click the (minus) icon next to the policy name.
Vista de gráfico¶
Switch to the graph view by selecting the (graph view) icon at the top of the screen. To switch between the different charts, select the related icon at the top of the chart, while in graph view.
Un gráfico de barras puede gestionar conjuntos de datos más grandes y comparar datos a través de varias categorías.¶
Un gráfico de línea muestra las tendencias de datos o los cambios durante un periodo.¶
Un gráfico de círculo compara la información entre un número pequeño de categorías.¶
Truco
La opción apilado está disponible tanto para el cuadro de barras como el cuadro de líneas. De esta manera podrá visualizar dos o más grupos de información uno arriba del otro, en lugar de uno a un lado del otro, lo cual facilita la comparación de datos. Cuando esté visualizando ya sea un cuadro de barras o un cuadro de líneas, haga clic en el icono (apilado) para activar o desactivar la opción de vista apilada.
Vista de cohorte¶
The cohort view is used to track the changes in data over a period of time. To display the SLA Status Analysis report in a cohort view, click the (cohort) icon, next to the other view options.
La vista cohorte examina el ciclo de vida de la información a lo largo del tiempo.¶