chriscorcoran Posted June 22, 2020 Posted June 22, 2020 I have a query over SLA. I have a service with a 5 day resolution call IN00035468 was logged on 8th June 07:20, the call was placed on hold 9th June 10:29 until 12th June 10:29 resolution is showing as expiring on the 1st July 16:59 the calendar is running 09:00 to 17:00 to me the resolution seems off.
Martyn Houghton Posted June 22, 2020 Posted June 22, 2020 @chriscorcoran The resolution target is only recalculated when it comes off hold. As your working time calendar operates form 8 hours a day on weekdays, is your 5 days SLA target expressed as 5 x 8 hours=40 hours -> 1 day 16 hours? If its expressed as 5 days, 5 x 24 hours = 120 hours, that would equate to 15 working days, which by my recoking would be around the 1st July if you take into account your hold period. Cheers Martyn
chriscorcoran Posted June 22, 2020 Author Posted June 22, 2020 3 hours ago, Martyn Houghton said: @chriscorcoran The resolution target is only recalculated when it comes off hold. As your working time calendar operates form 8 hours a day on weekdays, is your 5 days SLA target expressed as 5 x 8 hours=40 hours -> 1 day 16 hours? If its expressed as 5 days, 5 x 24 hours = 120 hours, that would equate to 15 working days, which by my recoking would be around the 1st July if you take into account your hold period. Cheers Martyn Thanks @Martyn Houghton makes sense. I remmbered a previous chat with one you last year and found the timer targets sheet so my 5 days should be 1 day 13 hrs and 30 mins
Martyn Houghton Posted June 23, 2020 Posted June 23, 2020 @chriscorcoran Not a problem. It easy to forget the units are in WTC days rather than real days. Cheers Martyn
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