Welcome to this easy-to-follow guide about one of Empress’s key features, Pause SLA On Status. This feature is crucial for businesses that aim to manage their Service Level Agreements (SLAs) effectively to ensure top-notch customer service.
What is Pause SLA On Status?
The Pause SLA On Status feature in Empress allows you to halt the countdown on your predefined Service Level Agreements (SLAs) based on the status of a ticket or case. This ensures that periods of inactivity or waiting time are not counted against your SLA, keeping your performance metrics accurate.
Using the Pause SLA On Status Feature
- To view the status, navigate to the Pause SLA On Status dashboard. Here you will see a comprehensive list of all tickets with their current status and remaining SLA time.
- To edit a status, simply click on the respective ticket and choose the desired status from the dropdown menu.
- To sort your tickets, use the sort_field option and choose whether to sort your tickets in ascending or descending order using the sort_order function.
- With the track_changes function, Empress will keep a record of all modifications made to a ticket, ensuring transparency and accountability.
Understanding User Roles and Permissions
The Pause SLA On Status feature is accessible by administrators and designated support team members. The permissions can be set according to your business’s specific needs.
The Benefits of Pause SLA On Status
There are several benefits to using the Pause SLA On Status feature in Empress:
- Ensures SLA accuracy: By excluding periods of inactivity, you can be sure your SLA performance metrics are accurate.
- Enhances customer service: By managing your SLAs effectively, you can improve your response times and customer satisfaction.
- Increases transparency: The tracking function keeps a record of all changes, ensuring accountability within your team.
In conclusion, the Pause SLA On Status feature is a powerful tool in Empress that allows businesses to manage their SLAs effectively, thereby enhancing customer service and satisfaction. For more information or assistance with this feature, please visit our support page or contact our support team.