SLA - Managing Analysists Shifts

[Steve Preston]

Our IT team covers 8amto 6pm in the office, we have an early shift (8am-4:30pm & 9:30am-6pm).  The SLA we setup involves a "Response" within 1 hour, that response is technically just categorising the ticket.  Then the length of resolution varies depending on severity of ticket.  We have a small issue where an agent will finish work at 4:30pm, then receive tickets between 4:30pm and 6pm and miss the response target, similar issue in the morning.  The only way we know to combat this at the moment is for each agent to remember to update their status to Out of Office as they leave, or other agents keep a look out and help categories other peoples tickets.  Both of these work but rely on manual tasks.

Is there a clever way to help automate this? can hornbill link to the "Shifts App" within Microsoft Teams? or Outlook etc 

[Steve Giller]

If you are using the "Round Robin" assignment in the Workflow then if Users ensure that they log out (not just close the Browser window) and the Include Offline Users parameter is set to No this will prevent Users being assigned Requests while they're not at work.

I appreciate this is still manual, but your Users may find this to be an easier action to remember than updating their Availability.

[Steve Preston]

Ok cheers, interesting idea.  As long as the agents dont realise that if they never log in they wont ever get any tickets  

[Steve Giller]

3 minutes ago, Steve Preston said:

As long as the agents dont realise that if they never log in they wont ever get any tickets

I think they might get caught out (eventually) trying that tactic!

 

[Gerry]

@Steve Preston

If you use the "Logged In" status of a user account, you will find this can be very unreliable if a) the users do not properly log out, or b) if the users have multiple logged in sessions, which you can prevent by enabling the disableMultiLogin system setting. 

You mentioned "Shifts App" within Microsoft Teams?  What would that give you that the current availability status options do not?  What I am wondering is, how we might consider improving the way availability status works to better facilitate "time windows" which is what I am guessing the Shifts App does?  Interested to know your thoughts?

Gerry